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Course Library > Customer Service > What Customers Really Want — and How to Help Your People Deliver It
What Customers Really Want — and How to Help Your People Deliver It 
What is extraordinary customer service? We have all experienced it and, most likely remembered it. In this course participants will explore the concepts and benefits of superb customer service. Individuals will learn ways of building positive rapport with various types of customers and then apply those skills in activities and exercises throughout the course. They will dive deeper into workplace communication by examining the do’s and don’ts of technology, and how to use these advances to further their customer alliances. Further groups will practice learned skills in dealing with difficult situations and making every interaction a positive experience.
Course Length : One Day
Course Format : CRPL
Course Objectives : Successful completion of this course will enable participants to:
  • Explore the concepts and benefits of extraordinary customer service
  • Identify who the customer is:  internal, external, immediate, or networked
  • Identify what constitutes extraordinary customer service
  • Identify ways of building customer rapport
  • Identify customer communication styles
  • Identify how best to handle customer complaints
  • Identify how to remain calm when the customer is upset
Course Outline :

I. Extraordinary Customer Service:  Working Definitions

  • Defining extraordinary service
  • Who is your customer?
  • Building and exceeding service standards

II. What Constitutes Extraordinary Service

  • “Moments of truth”
  • Legends of service greatness

III. Return on Service Investment

  • Service transactions
  • Lifetime value of a customer
  • What is the cost of poor service?
  • Why customers leave
 

IV. Building Customer Rapport

  • Controlling the call
  • Communicating in a clear and simple manner
  • Active listening skills
  • Combining words, tone of voice and body language
  • Questioning technique do’s and don’ts

V. Influential Communication

  • Setting expectations
  • “Door-opener” phrases
  • Saying “no” positively
  • Providing explanations (law, policy, etc.) plainly but pleasantly

VI. Keeping Cool When the Customer is Angry

  • Five proven techniques for keeping calm
  • How to calm an angry customer
  • Recovery strategies
  • Avoiding burnout

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