Workshop
Overview
When it comes
to customer service, the first few seconds and your first few
words can determine your success or failure. So, it's what you
do and say, not necessarily just what you know, when it comes
to creating customer satisfaction (or even better-- customer delight!)
And for this reason, 'Out-Standing' Customer Service: Standing
Out From the Crowd! goes beyond traditional customer service theory.
Rather, it challenges workshop participants with realistic customer
service situations, then provides practical and effective techniques
that are immediately applicable on the job. Workshop participants
learn to provide an overall level of service to customers that
surpass that of the competition by teaching positive approaches
that inspire them to believe in the value of customer service,
and give them the skills and style to deliver it, through this
fun and interactive workshop!
Workshop
Outcomes
Participants
of this event will leave with:
- The ability
to create a positive, memorable experience for the customer
- An understanding
of the strengths and weaknesses of their communication style
and how it impacts the experience of the customers
- Key words
and phrases needed to handle any customer contact with ease
and confidence.
- The ability
to make all customers feel welcome and important
- The ability
to turn difficult customers into happy customers
- Techniques
to deliver excellent customer service via technology (phone,
internet)
Workshop
Key Topics
- The Triple
A Approach: It's All About Attitude
- Moments
of Truth: Inspiring Customers to Brag
- Creating
Customer Service with Style: What's Your Style?
- I Speak
Your Language: Words and Image to Wow Your Customers
- Applying
the "Guest" Mentality
- Turning
Oops! into Opportunity
- Dealing
with Difficult Customers: Turning Difficult into Easy!
- Service
in Cyberspace: Customer Service Via Technology (Optional)
Workshop
Length: This workshop runs 8 hours
Optimal
Number of Participants: 12-16
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