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Customer Service Essentials
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Customer Service Essentials
Managing Customer Expectations
Duration : 3 hours
Learning Objective:
Determine the expectations of customers.
Leverage the Pygmalion effect in your customer service and sales settings.
Use the 9 sure-fire approaches to exceeding customer expectations.
Hold crucial “setting expectations” conversations with your customers.
Use the 7 principles for setting expectations.
Follow a consistent and effective process to manage customer expectations
Transforming Customer Complaints into Opportunities
Duration : 3 hours
Learning Objective:
Use a consistent process to resolve and recover from complaints.
Transform complaints into additional sales and service opportunities.
Deal with emotional and logical aspects of complaints.
Analyze the root causes of complaints to identify opportunities for strengthening customer relationships.
Apply methods to manage emotions and reduce stress when resolving complaints.
Outstanding Customer Service
Duration : 1 hours
Learning Objective:
Use principles to maintain professionalism and strengthen customer relationships.
Leverage five approaches to engage customers and build loyalty.
Follow a consistent process to efficiently resolve customer complaints.
Retain current and attract new customers by requesting referrals.
Use the six rules for disagreeing agreeably.
Apply a formula for contributing ideas and disagreeing in an agreeable way.
Attitudes for Service
Duration : 3 hours
Learning Objective:
Assess customer service attitudes to set goals for improvement.
Incorporate the four drivers of exceptional customer service to build customer relationships.
Apply attitude control principles to manage your own attitudes.
Use conversational language to keep interactions cordial and professional.
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