class summary
Exceptional Customer Service
In this class, participants discover how to create customer service experiences that ensure that people leave not merely as "satisfied customers," but as "loyal customers." It explores methods to connect with customers to give them a truly personalized experience, practice skills to acknowledge the customer's needs in difficult situations, and determine appropriate action steps in varying service situations.
Class discussion, activities, and materials can be applied to "internal customer relations" needs, as well.
Class focus
- How to define your customers
- Importance of a customer-friendly attitude
- Understand how communication affects perception
- Learn key customer service concepts
- Expand their definition of exceptional service
- Practice good techniques for face-to-face and telephone interactions
Highlights
- How do you make and keep loyal customers for life?
- 10 common sense rules for exceptional customer service
- Customer turnoffs
- Communication barriers
- Visual and verbal triggers and cues
- How to use the telephone more effectively
- Little things mean everything
- The 'moment of truth'