Class Length: On-Site One day facilitated workshop / Four 60-90 minute webinars
Pre-work: Everything DiSC® Workplace Profile
Does your team possess excellent communication and customer service skills? If not, we can help!
The importance of customer service varies by product, industry, agency, and customer. For example, an experienced customer – one who has dealt with your organization before – might require less service (i.e., advice) than a novice customer – one who is experiencing you for the first time.
The same is true for users of your services. Those with extensive exposure, know the in’s and out’s and can even take advantage. The novice user may be fearful and anticipate being caught in a never-ending sea of red tape and processes.
In many cases, customer service is more important if the interaction relates to a “service” or is a “service” rather than related to a “product.”
Customer service may be provided by a person (e.g., sales, or service or support representative), or by automated means called self-service. Examples of self-service are Internet sites or telephony systems. Superior customer service is delivered by people to people!
Organizations that are experiencing less than stellar external and/or internal customer service.
- Customers complain about your CSRs
- Customers going to your competitors
- Unmotivated, unfriendly, unconcerned, uncommitted CSRs
This workshop prepares attendees to:
- Leverage their Behavior Styles
- Influence Others
- Respond Effectively to Specific Customer Behaviors
- Build Ongoing Trust with Repeat Customers
- Module 1: Course Overview
- Module 2: What is Customer Service?
- Module 3: Leverage Your Behavior Style
- Module 4: Dealing with Difficult Customers
- Module 5: Be a Problem Solver
- Module 6: Telephone Techniques
“It is not enough to merely satisfy the customer; customers must be “delighted” surprised by having their needs not just met, but exceeded.”
A. Blanton Godfrey