| CUSTOMER SERVICE |
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1- Delivering Costumer Service
2- Costumers from Hell
3- Costumer Service over the phone
4- Customers for Life
5- CRM; Customer Relation Management
1- Delivering Costumer Service
Customer service is the organization ability to supply their customer's wants and needs.
Customers base their purchasing decisions on the service they receive, not just price, quality and availability.
The challenge for many business owners is ensuring that their staff is delivering a consistently high standard of customer service all the time. It’s all about what the client expects compared with what is actually delivered.
It is better to deliver a standard service that never fails than to have a service level that is inconsistently high and low.
You will learn:
• To relate service quality to business objectives
• Techniques for listening to your customers and gaining a better understanding of their needs
• A guide for developing an influential service vision
• Approaches for managing your service delivery systems
• How to guide others by demonstrating excellent customer service leadership
• Techniques for recognizing, rewarding and celebrating employee success
• The service managers’ function as a role model, trust builder and story teller
• To craft the service standards needed to ensure consistency
• The value of creating your personal action plan for customer service leadership
2- Costumers from Hell
Do you ever have difficult customers? Rude customers? Nasty customers?
Research shows that having the skill to effectively deal with difficult customers and difficult situations can dramatically improve the bottom line of a business.
And anyone who has ever had a Customer from Hell knows how they can affect their happiness and their productivity.
Learn how to handle problem customers who’s difficult and demanding ways challenge customer service representatives at all levels.
This seminar develops skills and techniques to provide quality service to difficult customers of all types
In this seminar.
You will learn how to:
• Defuse difficult and demanding customers more successfully
• Increase customer loyalty by resolving complaints faster
• Transform customer conflict into customer cooperation
• Decrease the number of lost customers due to the perception of poor service
• Improved confidence to handle any service situation
• Reduce the stress level of customer service employees
• Strip away a customer's negative emotions and negative behavior
• Overcome the feeling of being attacked
• Build trust and respect with your customer
• Resolve difficult issues, and satisfy customers without giving up your position
3- Costumer Service over the phone
Are you delivering great customer service over the telephone? Can you afford not to?
Your facial expressions can't be seen. Your body language is invisible, and yet your company's reputation may be riding on how you answer the call!
You pay plenty for your phone service. It just makes good sense to train the people who use it in the finer points of customer service. If you're still just "making and taking calls," you're missing out on countless opportunities to shine in the one area your customers value most: service.
Our seminar is designed to enhance the one-on-one interaction between customer service representatives and customers.
This seminar will cover:
• Problem solving tips for phone staff
• Getting through to anyone on the phone
• Creating and using scripts
• Nailing down a deal on the phone
• Handling objections
• Stay even-tempered and in-control with 5 kinds of "tough customers"
4- Customers For Life
How to Turn That One-Time Buyer into a Lifetime Customer
In the expanding world of new marketing, companies and customers alike are starting to understand it’s much more cost effective to retain customers rather than throwing money at advertising, in the attempt to acquire new ones. Unfortunately, building loyalty takes more effort than just dedicating funds to acquiring new customers in bulk. Loyal customers are a valuable asset; a commodity not to be taken lightly. In addition, the cost of acquiring a new customer far exceeds keeping loyal ones
Understand strategies for improving overall customer satisfaction and the process for resolving customer complaints and problems.
This training focuses on how to:
• Convert occasional users to loyal customers
• Understand why customers are leaving and how you can turn them around
• Learn how to increase appointments, repeat business, and positive word of mouth
• Improve product or service performance using accurate and unfiltered customer feedback
• Identify and focus on the right customers
• Build a loyalty culture, not just a loyalty program
5- CRM; Customer Relation Management
CRM is a combination of policies, processes, and strategies implemented by a company that unifies its customer interaction and provides a mechanism for tracking customer information
CRM consists of allowing the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits; identifying the most profitable customers and providing them the highest level of service
This training course is ideal for understanding customer relationship management strategy; whether you are brand new to the concept or just looking to learn enough to intelligently discuss CRM.
This seminar will cover:
• Why CRM is essential to the future of your company
• What is required to make CRM a success
• How to build a solid CRM team
• CRM technology you will require now and in the future
• Obstacles to implementing CRM and how to avoid them
• How to reshape your organization into one that embraces a value-added CRM philosophy
• And much more…
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