When customers face challenges, need help with special problems, get upset, seek adjustments, and need to know someone cares, who in your organization handles these delicate critical contacts? How well are they trained to handle these customer saving responsibilities?

In this two-day private training and open enrollment course we linked five of the most critical customer service skills modules into one action packed course.

Telephone Etiquette:

Do you remember how your call was handled the last time you called a company? If it was a bad experience, you probably do. What were your thoughts about the professional nature of the company? Telephone behavior sets customer expectations of your company's ability to help. This module focuses on the necessary skills to make a positive impact.

Trust & Rapport Building:

Do you ever have difficulty connecting with someone, trying to make a good first impression? Establishing trust and rapport is essential to building working relationships with customers. Without them, problem solving, providing customer service and selling become up-hill battles. This module provides skills which make trust and rapport building quick and easy, even with the most difficult customers.

Active Listening Skills:

Ever feel like someone hears what you are saying, but isn't really listening? During conversations where important information is discussed, passively taking it all in and then attempting to provide input or carry out directions just does not work very well. For these situations, the listener must become actively involved in the listening process. This module targets Active Listening as a way to improve relationships with both internal and external customers as well as a means to reduce costly errors that result from misunderstandings.

Problem Solving:

Have you ever found yourself solving one problem and creating another? Some problems are challenges that provide opportunities for us to help our customers meet their needs. Self-esteem is directly related to your belief and confidence in your own problem solving abilities. Having a clearly-defined problem solving process will help you successfully and consistently meet the challenges you and your customers face.

Defusing Anger:

When angry customers call, what is your initial response? Solve the problem? This is usually not the right strategy. Why? Have you ever heard that you cannot reason with an angry person? No matter what you do to try to satisfy the customer, the anger lingers. The strategies taught in this course enable you to help the customer release the anger and become your advocate - even if you cannot solve the problem!

All participants receive workbooks to guide learning and job aids to reinforce the skills back at work.

Course Length: Two days.

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