No doubt you've been on the receiving end of lousy customer service a time or two. You've come to a company with questions only to be told by some sterile voice to press this or click that until you arrive full circle to your starting place with no help at all. Or, worse, you've reached some bored CSR (Customer Service Representative) who calls you by name but delivers only the infamous phrase, "I am sorry, but there is nothing I can do."

Now you are on the other side of the equation. You own a business or you manage a department and you want your customers to be happy, to come back for more products or services, and to tell others wonderful things about your company. What do you do? 

Our latest workshop, EXCEEDING CUSTOMER EXPECTATIONS is designed to reveal the secret to achieving and surpassing your customers' expectations. Through this workshop you will discover the 10 powerful keys to excellent customer service, how to anticipate changing customers needs, deal with upset customers and more!
 
Give your customers that extra mile and they'll give you their time far, far longer than ordinarily.

 

 

Program Outline

1. Generally Accepted Facts about the importance of Excellent (Poor) Customer Service
2. What motivates a customer?
   - Satisfaction vs Motivation
3. How can we best anticipate changing customers needs?
   - S-Plus
   - Equity Theory
   - Positive Side of Equity Theory
4. 10 Powerful Keys to Excellent Customer SErvice
5.  Challenges in customer service
6. The Challenging Customer
    a. Characteristics of challenging customers
    b. Five Tips to avoid creating challenging customers
    c. Six ways to cope with challenging customer
7. The Potentially Lost or Actually Lost Customer
    a. General info on lost customer
    b. What turns off customer
       - value turn offs
       - systems turnoffs
       - people turnoffs
    c. 4 Tips in Recovering potentially lost customers
       - includeds: Preferred approaches when dealing with upset customers
8. Closing
Benefits:
  • Learn to achieve customer satisfaction, retention and loyalty
  • Learn how to exceed what customers anticipate
  • Learn how to anticipate changing customers needs
  • Learn techniques on how to recover lost or potentially lost customers
  • Learn approaches in dealing with upset customers
  • Learn ways to cope with challenging customers
  • Learn what to avoid to prevent customer turn offs

Produced and Organized by:

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