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Customer Service Excellence: How To Win and Keep Customers

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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: webinar, webinars, customer relations, customer service. Fee per person: $2095, $1895 for AMA members.

*When registering by phone, use Priority Code: XNNT

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

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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.

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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.

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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

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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

Special Feature

This Seminar Features Blended Learning

AMA Blended Learning combines instructor-led training with online pre- and post-seminar assessments, tune-up courses and other resources to maximize your training goals. Through a blend of proven instructor-led seminars and powerful online technology, AMA Blended Learning provides a compelling and more comprehensive experience for the learner - producing a greater return-on-investment for the employer and the seminar participant

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Outline

Learning Objectives

• Identify the Three Cs of Customer Service Excellence: Credibility, Communication, and Conflict Resolution
• Understand How Customer Service Successes Create Revenue and Healthy Organizations
• Appreciate the Importance of Building Trust in Both Internal and External Customer Service Relationships
• Recognize How Prioritizing and Focusing on Your Customer’s Top Expectations Can Save Time and Reduce Stress
• Develop Strategies for Remaining Calm and Optimistic Under Pressure
• Expand Your Communication Skills and Improve Interactions with Customers By Understanding Both Personality and Listening Styles
• Understand the Power of Words When Communicating Via the Different Customer Communication Channels
• Recognize and Respond Effectively to Specific Customer Behaviors
• Remain Calm While Implementing the Recovery System to Turn a Challenging Customer into a Happy, Repeat Customer

The Power of Customer Service Excellence

• Understand How Customer Service Creates Revenue and Healthy Organizations
• Appreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at Work

Creating a Culture of Credibility with 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
• Gain Influence Over Issues You Can’t Control
• Recognize the Importance of Building Trust in a Customer Service Relationship

Building Credibility By Managing Customer Expectations

• Discuss the Role of Perception in Satisfying Customers’ Expectations
• Identify the Source of Customers’ Expectations
• Determine Customers’ Top Expectations
• Recognize How Prioritizing and Focusing on Customers’ Top Expectations Can Save Time and Reduce Stress

Managing Conflict with Professionalism Under Pressure

• Understand How Emotions Are Created
• Develop Mental Strategies for Remaining Calm and Optimistic Under Pressure
• Use Body Language to Manage Your Emotional States
• Change Emotional States to Avoid Negative Carryover

Effective Communication Styles for Customer Satisfaction

• Understand Your Own Personality Style
• Identify the Personality Styles of Others
• Use Personality Styles to Communicate with Your Customers Based on Their Preferences
• Expand Your Communication Skills for Better Results with Customers

Effective Communication with Personalized Listening Skills

• Enhance Listening Strengths
• Reduce Listening Liabilities
• Identify Your Customers’ Listening Styles and Your Own
• Build Rapport with Customers and Expand Your Influence

Customer Communication Channels and the Power of Words

• Identify the Different Types of Customer Communication Channels
• Appreciate the Power of Words
• Use Persuasive Language Patterns
• Identify Techniques to Stand Out on the Telephone
• Compose Email Correspondence That Customers Will Read, Understand, and Appreciate
• Use the Power of Social Media to Enhance Customer Service

Strategies for Dealing with Challenging Customers

• Recognize and Respond Effectively to Challenging Customers
• Understand the Physiology of Anger
• Turn a Challenging Customer into a Happy, Repeat Customer Using a Recovery System
• Apply Emotional Management Tools to Remain Calm During Interactions with Challenging Customers

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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 Policy

Transfer, Cancellation and Refund Policy

For Classroom, Live Online, and Webinar programs, you may transfer to a future session, send someone to take your place or cancel without penalty at any time up to three weeks prior to your program. If you provide AMA with less than three weeks notice, or fail to attend, you will be liable for the entire program fee.

100% Satisfaction Guaranteed—At AMA, we guarantee the quality of our seminars. In fact, 98% of our participants say they would recommend the course they have taken to their colleagues. If, for any reason, you are not satisfied with a seminar for which you have paid, AMA will give you credit toward another seminar of comparable price or will refund your fee.