What Customers Really Want

Training Provided by Treeline Training, Inc. In this course participants will explore the concepts and benefits of superb customer service. Individuals will learn ways of building positive rapport with various types of customers and then apply those skills in activities and exercises throughout the course. They will dive deeper into workplace communication by examining the doa s and dona ts of technology, and how to use these advances to further their customer alliances. Further groups will practice learned skills in dealing with difficult situations and making every interaction a positive experience.

What Customers Really Want Course Outline :

I. Extraordinary Customer Service: Working Definitions
o Defining extraordinary service
o Who is your customer?
o Building and exceeding service standards

II. What Constitutes Extraordinary Service
o Moments of truth
o Legends of service greatness

III. Return on Service Investment
o Service transactions
o Lifetime value of a customer
o What is the cost of poor service?
o Why customers leave

IV. Building Customer Rapport
o Controlling the call
o Communicating in a clear and simple manner
o Active listening skills
o Combining words, tone of voice and body language
o Questioning technique do s and don ts

V. Influential Communication
o Setting expectations
o Door-opener phrases
o Saying no positively
o Providing explanations plainly but pleasantly

VI. Keeping Cool When the Customer is Angry
o Five proven techniques for keeping calm
o How to calm an angry customer
o Recovery strategies
o Avoiding burnout

About The Training Provider: Treeline Training, Inc.