CUSTOMER SERVICE
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