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Providing Outstanding Customer Service

Course Overview

In today’s competitive marketplace, outstanding customer service is what sets you and your organization apart. It is what brings customers to you, persuades them to select your offering over others, and keeps them coming back. But how do you provide excellent customer service and stand out from the crowd? This course offers practical tools and techniques to win clients, create loyal advocates for your business, and deliver excellent customer service.

Who Should Attend

Operations managers, account representatives, customer service staff, help desk and technical support, and anyone working directly with customers.

Course Objectives

After completing this course, students will be able to: - Define customer service in relation to both internal and external customers - Recognize how your attitude affects customer service - Identify your customers’ needs - Generate repeat business with outstanding customer service - Build goodwill through in-person customer service - Provide outstanding customer service over the phone - Connect with customers through online tools - Deal effectively with difficult situations

Course Outline

1 - CUSTOMER SERVICE – A BASELINE

  • Recognizing Your Customers
  • Understanding Your Role in Customer Service

2 - DEVELOPING A CUSTOMER SERVICE MIND-SET

  • Leveraging Your First Impression
  • Feeling Positively About Customers
  • Mastering Moods and Emotions

3 - IDENTIFYING CUSTOMER NEEDS

  • Understanding the Customer’s Situation
  • Avoiding Assumption and Prejudgment
  • Meeting Basic Needs
  • Seeking to Exceeding Expectations
  • Building Repeat Relationships

4 - CONNECTING WITH THE CUSTOMER

  • Achieving Authenticity through Body Language
  • Responding Effectively to Problems
  • Mastering Online Etiquette
  • Seeking Customer Feedback

5 - DEALING WITH DIFFICULT SITUATIONS

  • Effectively Addressing Complaints
  • De-escalating Anger
  • Establishing Common Ground
  • Remaining Calm, Respectful and Objective

6 - EFFECTIVELY ADDRESSING COMPLAINTS

  • Creating a Memorable Customer Experience

Enroll Today

This is a 2-day class

Price: $1,500.00
Payment Options

ILT Instructor‑Led Training

OLL Online LIVE

GTR  Guaranteed to Run

Class times are listed Eastern time. This class is available for Private Group Training

To sort by location or date, click the ‘When’ and ‘Where’ column headings.

Cart When Time   Where How
08/30/2018 9:00AM - 5:00PM GTR Online LIVE OLL
11/19/2018 9:00AM - 5:00PM Online LIVE OLL

Class times are listed Eastern time
This class is available for Private Group Training