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Customer Service Excellence: How To Win and Keep Customers
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Provider:
AMA (American Management Association International)
Topic(s):
Customer Service & Sales > Customer Relations
Who Should Attend?
Customer service reps, frontline technical and support personnel, field service reps, tech-support specialists, account managers, credit and billing specialists, small business owners
Full Seminar Description
This seminar gives you the customer service skills you need to communicate professionalism and respect, enhance customer relationships and secure a competitive advantage. Topics include: knowing what customers expect; controlling problem situations; cultivating effective phone communication; and creating a positive image with customers. 2 days. 1.2 CEUs. Keywords: customer relations, customer service. Fee per person: $1895, $1695 for AMA members.Providing customer service excellence is what will keep your customers coming back.
Customer service excellence will give you the competitive advantage you need to survive in a tough business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This customer service training seminar gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.
Who Should Attend
Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners—as well as managers who want customer service training in order to reinforce their skills and train their staffs.
How You Will Benefit
- Deliver better, faster service and increase customer satisfaction through this customer service training
- Learn how to gain repeat business
- Know what customers expect
- Increase your credibility with customers—and your value to your organization
- Manage stressful situations more effectively
- Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem
What You Will Cover
- The benefits of excellent service
- Focusing on customer service success
- How customer service creates revenue
- Why customer satisfaction is based on perceptions
- Focusing on customers’ top two expectations to save time and reduce stress
- Managing customer expectations by personality style
- Dealing with difficult customers
- Responding effectively to specific customer behaviors
Extended Description
Learning Objectives
- Deliver Better, Faster Service
- Increase Customer Satisfaction
- Gain Repeat Business
- Increase Your Credibility with Customers—and Your Value to Your Organization
- Better Manage Stressful Situations
The Benefits of Excellent Service
- Focus on Customer Service Success
- Understand How Customer Service Creates Revenue, Healthy Organizations, and Attractive Employee Benefits
- Appreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at Work
Professionalism under Pressure
- Understand How Emotions Are Created
- Develop Mental Strategies for Remaining Optimistic and Calm Under Pressure
- Use Body Language to Control Your Emotional State
- Honor Negative Emotions Positively
- Change Your Emotional State in Three Minutes to Avoid Negative Emotional Carryover
Internal Customer Service
- Identify Internal and External Customers
- Appreciate That Internal Service Is Just as Important as External Service
- Understand the Two Levels of Customer Service
- Have Influence over Issues You Can’t Control
Managing Customer Expectations
- Appreciate That Customer Satisfaction Is Based on Perceptions
- Identify Your Customers’ Top Two Expectations
- Recognize That You Can Save Time and Reduce Stress by Focusing on the Top Two Expectations of Customers
- Prepare Yourself to Handle Customers by Knowing How and Where They Get Their Expectations
Managing Customer Expectations by Personality Style
- Understand Yourself and Your Own Personality Style
- Understand and Identify the Personality Styles of Others
- Avoid Taking Things Personally
- Expand Your Communication Skills to Get Along Easily with More Customers
Personalized Listening Skills
- Build on Your Listening Strengths
- Reduce Your Listening Liabilities
- Identify Your Customer’s and Your Own Listening Style
- Create Rapport with Customers More Easily to Have More Influence
Vocabulary, Telephone, and E-mail
- Appreciate the Power of Words
- Avoid Creating Negative Impressions with Words
- Use Persuasive Language Patterns
- Stand Out on the Telephone
- Write E-mail Quickly That Customers Will Read and Understand
Dealing with Difficult Customers
- Recognize and Respond Effectively to Specific Customer Behaviors
- Understand the Physiology of Anger
- Listen to an Angry Customer So That They Calm Down
- Turn an Angry Customer into a Happy Repeat Customer Using a Recovery System
- Remain Calm during Interactions with Angry Customers by Applying Emotional Management Tools
Course Summary
Sponsor Background:
The American Management Association was founded in 1923. They have built a content control check into every one of their professional seminars. Plus a series of checks and balances to ensure that the content of every AMA seminar is precisely targeted to:- provide comprehensive, hands-on training that is of practical use when you return to the job
- focus on need-to-know specifics, relevant to the demands of global business today
- offer the expertise and personalized attention of top-ranking instructors
- facilitate your career development and business savvy
Whether you're looking for a solid foundation of business fundamentals or strategies to help you seize growth opportunities for your company, AMA offers expert instruction to help you:
- manage your priorities effectively
- cultivate more productive working relationships
- increase your on-the-job value
- align your skills with marketplace demands
- bring out the best in people, processes and yourself
Cancellation and Refund Policy
If you cannot attend a seminar you may contact AMA in advance to transfer to a future session, or can send someone to take your place. If you need to cancel your attendance, AMA will give you a complete refund if you cancel more than three weeks before your seminar begins. To cancel, simply call. If you cancel with less than three weeks' notice, you will be liable for the entire seminar fee, however you may request a courtesy transfer to use at any future AMA seminar of equal or lesser value. The courtesy transfer must be used within one year of the date of your originally scheduled seminar. In fairness to all attendees, if you do not attend a seminar session for which you are confirmed, and do not cancel with a minimum of three weeks’ notice as described above, you will be charged the entire seminar fee.
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