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Who Should Attend?
Anyone who has contact with customers, internal or external: customer service representatives, managers, supervisors, sales people and receptionists.
What Skills Will They Learn?
– Assess you and your organization's current level of service and customer relations
– Align evaluation, action, resources and policies with a customer-oriented mission
– Focus on internal and external customers and part of a dynamic service strategy
– Get in step with your customers' various decision cycles
– Identify and make the most of "Moments of Truth" with your customers
– Utilize the most appropriate techniques for getting useful customer feedback
– Improve your listening skills and be active in the problem solving process
– Employ a seven step process for handling customer problems
– Recognize and address the barriers to effective customer relations
– Let your customers become your teachers
– Create customer delight: be there ahead of them, anticipate their expectations
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