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Provided by: Fathom Corporate Training CUSTOMER SERVICE SKILLS WORKSHOPCustomer Service |
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Training
Provided by Fathom Corporate Training
Never before in history has the customer been faced with such a wide range of choice in the marketplace. A state of constant partial attention, combined with a plethora of choice in both products, services and from whom they are consumed, means that your chances of being noticed in an ever deepening sea of competition are not only slim, they will continue to get slimmer in the future!
Studies show that 70% of the reason a customer will return is based upon their interaction with your staff. That means that only 30% of your ability to keep customers happy is based upon your product or service features alone.
This Customer Service Skills workshop gives participants new insight into specific customer behavioral styles. It teaches students to address both the personal and process needs of the internal and external client. Students learn to implement easy to use models for working with customers who are disgruntled and who have had service disruptions. It focuses on building internal communication to keep team members aware of client concerns.
The workshop employs practice exercises and role-plays including a benchmark to assess a participant s current customer service skill level. It focuses on building new commitment to the organizations mission of maintaining happy clients.
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CUSTOMER SERVICE SKILLS WORKSHOP
Objectives
Participants will learn to:
Identify current gaps in customer service
Pinpoint current areas of customer service excellence
Apply a company-wide customer focused strategy
Gain valuable insights into client behaviors and concerns
Handle complaints to create lasting relationships with clients
Respond appropriately to the emotions of clients and recommend value-building solutions
Set higher performance standards
Participants will learn to:
Identify current gaps in customer service
Pinpoint current areas of customer service excellence
Apply a company-wide customer focused strategy
Gain valuable insights into client behaviors and concerns
Handle complaints to create lasting relationships with clients
Respond appropriately to the emotions of clients and recommend value-building solutions
Set higher performance standards
About The Training Provider: Fathom Corporate Training
Fathom Corporate Training - With more than 20 years of experience in the management turnaround environment, Fathom Corporate Training was founded to work with clients who are facing critical challenges in management, sales, customer service and branding in commoditized markets. Our client-centered workshops are designed to seed new thought and facilitate course correction. We can help you to increase employee...
