Customer Service Training
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SERVICE EXCELLENCE
“The premier customer service training available.”
Senior Executive, Fortune 500 Company
LIVE AT YOUR LOCATION -or- LIVE ONLINE WEBINAR
A Proven Choice for Customer Service Training
Expert facilitator focuses on your situations and goals.
Content
Includes a Manual & Reminder Resources
1) Eye-opening Realities. Insights about the people-side of service
- Service is about managing customer perception (not always reality)
- Identifying and managing customer expectations
- Why some don’t complain to us, yet talk badly about us to others
- Science behind building positive perceptions, one exchange at a time
- Beyond customer satisfaction: how to invite customer loyalty
2) Professional Balance is Everything. I can give customers a great experience only when I’m in balance myself — it is not about how I feel; it is about how I behave professionally
- Importance of being professional always — your personal “brand”
- Assessing my own predictable behaviors when I lose balance
- Tools to maintain balance for myself and team
- Being in charge of my own stress management
- How to handle it when I’m the “target” of an out-of-control customer
- Respectful professional behavior is not a mystery: 3 specific ways I can always give respect
- Increasing my capacity for solving problems and making decisions
3) Managing Imbalance in Customers and Coworkers. A self-description model creates practical awareness about managing human behavior
- How to assess when customers or coworkers are stressed: 3 different approaches to 3 different stress styles
- Difficult people and situations: matching their stress behavior with the right approach
- Effectively handling difficult customer behaviors
- Specific approaches to irate or abusive customers
- How to move on when the person has regained balance
- Ways to add value while managing customers’ stress
4) Key Habits to Remain Professional Always. 2 thinking habits & 6 doing habits to stay a balanced, respectful, effective professional
- One powerful attitude of a consistently positive professional
- One powerful mindset of a consistently effective professional
- Replacing phrases customers don’t want to hear; how to say “no”
- Embracing situational creativity
- Consistent professionalism: committing to 6 other important personal habits
5) The Service Excellence Flow–How to Do It Every Time. Specific practical steps to manage each customer interaction with excellence
- Always begins with my professional “brand” – it’s my choice
- Connecting: 2 essentials that impact customer perception
- Serving:
- Effective communication tools and probing to understand
- How to listen to understand others and manage their expectations
- Problem-solving
- How to say “no”
- Key words for important moments
- Tips & techniques (language barriers, talkative people, etc.)
- Closing: 3 key habits to create loyalty & future trust
6) Additional Best Practices—as needed
- Telephone best practices
- Email best practices
- Communication skills – tools for individuals and teams
- Change management insights
- And more
7) Follow-up and Reinforcement Resources
For More Information
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CLIENTS SAY...
"This is the best training I've had in the nine years I've worked at [organization] and possibly the best I've ever received anywhere."
"If you ever, ever need a reference--please use me. We are still using your model years later. Really, it has become a cultural cornerstone for us and the way we discuss work relations."
"Davis-Mayo has an uncanny way of courting stakeholders and bringing us into the hard realities we need to face."
"The premier customer service training available."
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