In this dynamic course participants will learn proven techniques for handling customers with tact and style. They'll build the mental and emotional strength it takes to weather customer criticism without losing their focus on delivering quality service. Plus, they'll gain the expert listening and problem-solving skills necessary to go above and beyond customer expectations. Front-line service representatives will discover valuable techniques for defusing tense situations, turning complaining customers into company advocates and ensuring that first-time buyers become repeat customers. Participants will come away from this workshop with a new outlook on the way they do business with customers. The skills insights they gain will help them develop a sense of confidence and enthusiasm that is the essence of professional customer service.
Who Should Attend This Course?
Front-line service personnel and business professionals with daily customer contact who want to learn the fundamentals of providing superior service
What This Course Covers?
Through a blend of lecture, group discussion and interactive activities, participants will learn the following core concepts, skills and their application:
- Recognizing the importance of managing customer perceptions
- Establishing team wide ownership and a “sense of urgency” towards customer satisfaction
- Creating the right impression through words, tone, body language
- Understanding the importance of empathy in listening and questioning
- Delivering service that earns the praise of both customers and higher-ups
- Maintaining a sense of calm and focus in stressful service situations
- Gaining the skills that make work less confrontational and more rewarding
How long is this course?
A half-day session (4 hours total)
How to Register
Check our events calendar for current offerings.
Registration Cost
Contact OperationsInc for pricing information.
Have questions? We’re here to help. Reach out to Heather Trotta, Director of Training and Development Services, at 203-322-0538 or email us at Training@OperationsInc.com.
Back to Training and Development Services Home
Print
