This one-day course is ideal for anyone who works with customers whether it is in sales, service, or any other customer-facing roles. There is something for everyone, whether you are new to customer service or you are experienced and you are looking for ways to perform even better. You will learn easy-to-use tips, techniques and methods to improve not only your customer service but also your customer experience as well. Learning how to build relationships, deliver value and communicate with customers in meaningful ways will help to make your job easier. We all have difficult customers, and we can help you with the best ways to work with them. You will also see how easy it is to turn service opportunities into sales opportunities all while creating great customer experiences.
Customer Service Fundamentals
Understanding customer service
Is the customer always right (CIAR)?
Building customer relationships
Creating customer retention
Customer Experience & Communication
Understanding your value proposition
Delivering the customer experience
Customer communication best practices
The power of the pause
Managing Difficult Customers
Defining customer challenges
Methods for managing difficult customers
How to handle bully customers
When is it time to call the boss?
From Service to Sales
Cross-selling & upselling
Getting customers to increase their financial commitment