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Whether your organization is big or small, service or manufacturing, it boils down to having customer service skills that enable you to create a profitable and lucrative experience. Many companies forget or ignore the fact that customer service has direct impact on profits - especially future profits. In today's economy, customers are questioning value even with companies they have known for years.
Successful companies will anticipate customer needs and solve problems before the customer knows they even exist. But before you can do this, you have to start with the basics. During this one-day seminar you will learn ways to increase communication with customers in person or over the phone, techniques for dealing with angry customers, keeping your composure under stress, and much more.
The Customer Service Mindset
The Service Principle
Is the Customer Always Right?
Managing Customer Expectations
Listening to Create Results
Getting to the Core of the Issue
Identifying the Real Issue
Dealing with Emotionally Charged Situations
Controlling Your Own Emotional Response
Benefits of Attending
Get to the essence of a problem