Length

10 weeks
1 session per week
4 hours per session
Total Class:  40 hours


Audience

Companies that understand that delivering Exceptional Customer Service has a direct impact on the bottom line will enroll their employees in this solution packed learning experience.

  • Understanding in today’s economy customer service is critical. Eighty six percent (86%) of customers stopped doing business with companies due to poor customer service.
  • Training that is current, innovative and focused on the new economy is a must.

Recommended Prerequisites

A positive attitude and willingness to learn new behaviors.


Topic

NEW RULES OF CUSTOMER SERVICE

  • Attracting, Interacting, Cultivating
  • Formulating “IVALUEU” Business
  • Exceptional customer service and the bottom line

DELIVERING EXCEPTIONAL CUSTOMER SERVICEDemonstrating Positive

  • Customer Experience (PCE)
  • Calming Difficult Situations and Angry Customers
  • Managing the Attitude Virus

COMMUNICATION WITH CUSTOMERS TO GET THEM TO BUY 10% MORE

  • Practicing Customer Sensitive Language “Customertunity”
  • Putting your best voice forward
  • I’m sooo Mad “managing emotions”

THE CYCLE OF SERVICE

  • Improving service by understanding the cycle
  • Demonstrating respect
  • S-E-R-V-I-C-E

UNDERSTANDING CUSTOMER’S ATTITUDES AND EXPECTATIONS

  • The irate customer
  • Managing customer’s complaints
  • Becoming a fantastic fixer

BURNING BRIGHTLY WITHOUT BURNING OUT

  • Signs and symptoms of job burnout
  • Preventing burnout
  • Stress vs. distress

RESOLVING CUSTOMER ISSUES

  • Responsibilities
  • Inappropriate customer comments
  • Company polices and customers

BECOMING A TOP PERFORMER

  • Everyone is in Sales
  • Responsibility + Accountability = Ownership
  • Learning the Business

THE CUSTOMER SERVICE CYCLE

  • Create the Service Cycle for Ontic
  • Policies, Procedures and Service

PRESENTATIONS FROM CLASS PARTICIPANTS

  • Class participants to present their individual customer service goals and
  • the implementation plan
  • Glendale Community College to present Certificates

Employee Application Company Application