"Taking the 'CUSS' out of Customer Service" - Dealing with the Good, Bad, & Ugly attitudes and actions of customer service providers(We will cover internal CS as well as external CS) (1 Day Program)
When customers are met with a smile, positive outlook and a ‘let’s take care of you.’ attitude, customer immediately feel good about your organization. When customers are difficult, it become harder than ever to be helpful and courteous. At times, even your best people find it difficult to handle a really tough customer or client. They don’t have the skills, knowledge, experience or attitude.
Participants will learn how to make customer encounters more productive, positive and profitable by learning the skills to cope with clients demands, including the difficult personalities.
Anyone in your organization that has contact with people, including customers, clients and yes, ever coworkers, should attend. Because to clients, customers, prospects and strangers, your employees ARE the company.
Training includes how to stay in control and even tempered when dealing with typical – and not-to-typical” tough customers. Solve complaints quickly to everyone’s satisfaction.
Key Learning Points:
How CSR’s self-esteem affects their performance and attitude.
Why controlling their emotions first is important to their success.
How to gain a customers trust
Listening Skills and how to listen and how to ask the right questions to find the real problem – and solution.
Recognizing different people’s personality and how that effects what they want and how they want it.
Remaining cool when the ‘heat’ is up;
As a result of this training:
A sense of trust is created inside and outside your organization.
You see repeat business, higher sales and hear more positive feedback than ever before.
Positive communication between staff members a and customers, (external and internal)
Reduction in CSR’s stress and increase in morale
Stop and call (888) 428-0686 now. You don’t know how many customers you may be losing.
“Many of the staff are sill talking about the seminar three months
after the fact. You brought a fresh approach to customer service and
understanding people in general.
I would recommend this
seminar to any organization that would be in need of Customer Service
training, but more so, recommend you as the facilitator. Your knowledge
and understanding of the subject matter along with your varied approach
to participatory exercise and information made the seminar go quickly
and kept everyone’s interest.
While our organization does not
require many staff seminars, I can assure you the next time we are in
need you will be the first person contacted.” H.J. Tanneberger, HR Director American Federation of Musicians & Employers Pension Fund.