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Customer Service Training

Customer Service Excellence

MOVING FROM GOOD TO GREAT!

Do your professionals deliver amazing customer service?  This information packed seminar teaches your associates exceptional customer service techniques that will assist you in maintaining your present clients while attracting even more business.

Let us show your team how to exceed your clients’ expectations while making the experience memorable!

A sample of topics covered may include:

  • The financial impact of service
  • Defining exceptional service
  • First impressions count
  • Five forbidden phrases
  • Clients want to be valued
  • Remaining calm under pressure
  • Assisting the customer
  • Using the right words
  • Nonverbal communications
  • Grammar and slang
  • Identifying needs
  • Knowing the answer
  • Active listening
  • The interaction
  • Closing the interaction
  • Your positive attitude
  • Ethical issues
  • Establishing rapport
  • Being accessible
  • Maintaining relationships
  • The power of listening
  • Types of customers
  • Body language
  • Tone of voice
  • Angry & upset customers
  • Identifying the cause
  • Apologizing & fixing it
  • Telephone techniques
  • Cultural differences
  • Clients with disabilities

Customized Customer Service Excellence seminars are available in workshop, half-day and full-day formats and can be combined with other Manners for Business™ course selections.

This program is designed for organizations wishing to provide exceptional customer service.  All levels of employees will benefit from attending.

Telephone Courtesy Workshop

DON’T LEAVE FIRST IMPRESSIONS TO CHANCE!

Excellent business telephone etiquette is essential to your organization’s bottom line!  This first point of customer contact is a wonderful opportunity to strengthen current client relationships.  Effective telephone skills will also create that great first impression for new and potential clients.

Don’t miss a terrific opportunity to create an excellent first and lasting impression.

A sample of topics covered may include:

  • I can hear your attitude
  • Professional greetings
  • Offering assistance
  • How to get information
  • Message taking
  • Voice mail
  • Leaving a voice message
  • Rate of speech
  • Your tone & inflection
  • Telephone courtesies
  • Handling complaints
  • Making your voice smile
  • Call transferring
  • Call holding
  • How to screen calls
  • Tips for active listening
  • Obstacles to listening
  • Helping customers to listen
  • Angry customers
  • Communication styles
  • Grammar and slang
  • Five forbidden phrases

Customized Telephone Courtesy Workshops are available in workshop and half-day formats and can be combined with other Manners for Business™ course selections.

This program is designed for organizations wishing to present a professional first impression.  All levels of employees will benefit from attending.

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