|
Provided by: Last Minute Training Intensive Customer Service Certification TrainingSales Team Management |
 |
Training
Provided by Last Minute Training
This interactive workshop is fun, relaxing, enjoyable, and easily applicable solutions for service excellence that are proven to work in today's toughest customer service arena - the real world. The program addresses topics that include understanding customer expectations, profiling difficult customer situations, dealing with customer objections, a model for effective complaint resolution and how to use assertive techniques and positive language to diffuse difficult situations, reduce stress, promote team commodore, creating a positive customer experience and creating a win-win situation.
Related Awards, Degrees or Certifications: Customer Service
Related Jobs or Careers: Customer service department, Help desk department, Contact Centre, Service and Sales, Administration
|
|
||||||||||
Intensive Customer Service Certification Training
Module One: The Value of a Customer
What is a customer worth?
Why customers leave
Module Two: Handling Customer Interactions
Effective Telephone interactions
Face to Face Interactions (if applicable)
Module Three: Service Cycle Framework
Step 1: Greet
Step 2: Listen
Step 3: Negotiate
Step 4: Resolve
Module Four: Effective Customer Questioning
Types of questions
Question scenarios
Module Five: Difficult Customers
Four personality types
Why deal with difficult customers
Irate clients
Confused clients
Righteously indignant clients
Chatty clients
When you can t say yes
Never Say Never No More
Customer Service Role Play and Critique
Module Six: Dealing with Stress
Kinds of stress
Causes and effects of stress
Techniques to deal with stress
What is a customer worth?
Why customers leave
Module Two: Handling Customer Interactions
Effective Telephone interactions
Face to Face Interactions (if applicable)
Module Three: Service Cycle Framework
Step 1: Greet
Step 2: Listen
Step 3: Negotiate
Step 4: Resolve
Module Four: Effective Customer Questioning
Types of questions
Question scenarios
Module Five: Difficult Customers
Four personality types
Why deal with difficult customers
Irate clients
Confused clients
Righteously indignant clients
Chatty clients
When you can t say yes
Never Say Never No More
Customer Service Role Play and Critique
Module Six: Dealing with Stress
Kinds of stress
Causes and effects of stress
Techniques to deal with stress
About The Training Provider: Last Minute Training
Last Minute Training - Last Minute Training Corp. works similar to last minute discounted travel. We sell training seminars at deep discounts on a last minute basis. If you want to save 30 - 60 off high quality training seminars and have the flexibility to attend with only a few days notice check out our website and see if the training you are looking for is on sale. While your there set up and free account...
