The Art of Giving and Receiving Good Service
Participants will evaluate their current customer service skills to create individual strategies for improvement. We will focus on reviewing positive skills, creating an action plan for improvement, developing measurable service standards, and attaining continuous improvement in customer service skills.
This course is a one-day seminar designed to improve customer service skills of personnel who communicate with clients by telephone and e-mail. The telephone component is a half-day seminar and the e-mail component is a half-day seminar. This training can be booked as a one-day offering or as separate half-day offerings.
Customer wants and needs - an experiential exercise
Words and phrases that irritate customers
Telephone voice self evaluation
Developing "can-do speak" Re-phrasing exercise
Dealing with upset, angry, dissatisfied, misinformed, demanding or surly customers
Seven progressive steps to problem resolution
Experiential discovery exercise
How to hear what is not said and confirm what was heard
Departmental greetings, Desk telephone greetings
Experiential exercise of re-stating common telephone responses
How to organize your information so it's "reader-friendly"
How to respond to customers with sensitivity and political correctness
How to avoid committing an e-mail faux pas
How to make the most of an e-mail's three components
How to evaluate your e-mail's content and organization to achieve a professional appearance
What can Spell Check do-and what can't it do
Successfully Turning Around Customer Complaints
Sharpen your customer service skills and build confidence in your ability to turn an angry complainer into a satisfied – and loyal – customer. This dynamic workshop is designed to help solve customer problems and build goodwill.
We recommend using real case studies from client organizations in this workshop. Names, file numbers, and other identifying information can be changed to protect confidentiality. We can also include your organization’s customer service policies in the handout materials.
Cypress Media Group presents this seminar as an on-site offering at your work location or at an off-site location of your choice. We can customize this training program to suit your precise training needs.
For economic reasons, this seminar is only offered to groups of roughly three or more people with the same training needs. If you have a group with similar training needs, please call us at 770-640-9918 or E-mail to discuss your interest.
We do not offer this course as an open enrollment public offering for individuals. If you have fewer than three participants who are interested in this course, the cost will be the same as for a larger group.
Please call us at 770-640-9918 or E-mail to discuss your interest.