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Training Objective:
Increase employee productivity
and profitability by defining and promoting a
"service attitude"
in daily operations. The training provides an interactive,
informative and practical learning environment to help
individuals assess customer wants and needs in a changing
environment that secures long-term relationships and
profitability. Identify internal and external customers an
define practical and pro-active strategies for an effective
service plan that increases employee and customer satisfaction.
Scope:
Training is designed to
meet the challenges facing today’s business climate, specific
issues and staff considerations. The training components
(employee and managerial training) will:
- Define the concept of a
service attitude and culture
- Identify who your customers
are: internal and external
- Understand changing customer
wants, needs, and values: "the profit formula"
- Develop interpersonal
listening and communication skills
- Deal with difficult customers
and gain an appreciation for professional responses
- Understand how to "say
no" to a customer request which minimizes customer
dissatisfaction
- Develop pro-active strategies
for problem solving and service recovery
- Discover how to strengthen
overall telephone skills, techniques, and effectiveness
- Explore how to create win-win
relationships with customers
This workshop is custom designed
for anyone who works with customers (internal or external),
front-line customer service staff, managers and leaders wanting
to improve customer relationships and increase profits.
Facilitation/keynote Fee:
$3500
Workshop: Applicable workbook materials designed to support
learning objectives
Sessions are tailored to
meet the specific objectives of the customer
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