This seminar will help participants increase their customer service skills, develop a greater appreciation of customer value and raise the quality of the service they provide to customers.

Seminar Length: Two hours minimum. Full seminar: One full day.

The seminar includes written individual and group exercises, group discussions, group activities and business simulations, designed to create a highly-effective learning experience.

Seminar Topics:

• Understanding the value of quality customer service
• How customers perceive you and the importance of customer perception
• The Customer Experience Management (CEM) model
• Customer service Moments of Truth
• Treating customers as guests
• The power and value of a positive attitude
• Giving quality customer service when you don’t feel like it
• Taking care of yourself and your customers
• How to say no the right way
• The fine art of gently resetting customer expectations
• Your role as a customer consultant
• Dealing effectively with irate and off-the-wall customers
• Quality customer service and the customer from hell
• Choose to respond rather than react
• The value of empathy
• The most common reasons customers complain
• Negotiating win-win solutions to customer service dilemmas
• The team of you and your customer
• The importance of keeping promises
• Customer styles & customer service styles
• Valuing your opportunity to serve
• Having fun and enjoying your work
  

Participants in this seminar
will learn:

• How to deliver quality customer service
• To assess their customer service skills and attitudes
• To think creatively in solving customer problems
• How to close the feedback loop in helping customers
• To look at each customer encounter from the customer’s point of view
• How to stay calm and effectively deal with irate customers
• How to do an emotional reset after dealing with negative customers
• How to maintain a positive attitude, day after day
  

Who should attend this seminar?

• Managers
• Employees at all levels

The seminar can be customized to meet the requirements and the skill level of your group.

Multiply the value of this seminar with an in-depth Customer Service Assessment

Everyone has his or her own communication style. Our Customer Service Assessment is based on the DISC behavior model and provides a simple model for understanding each participant's individual approach to customer service and customer communication.

Prior to the seminar, each participant completes a survey and receives a 10-15 page report including:

• An in-depth analysis of his/her communication style
• Insights into how he/she deals with customers and their problems, and tips on how to be more effective
• An action plan for improving his/her approach to dealing with customers

The personalized reports and group interaction based on the assessments add tremendous depth to the seminar.

More on our personal development assessments...