Exceptional Customer Service

It might surprise you to discover that the number one reason that customers decide to quit doing business with you and start doing business with someone else has nothing to do with price or product line. In the overwhelming number of cases studied in a recent survey, up to 90% of the participants said the main reason they switched was because of dissatisfaction with some aspect of their customer service experience. It makes you wonder what percentage of your future profits might be walking away every year because of mistakes made by a 20 year-old phone service agent! Gaining a new customer is good; keeping him is better – and harder. The difference is being able to provide outstanding customer service.

Our one-day seminar in Exceptional Customer Service Training can give your entire customer service team a crash course in how to satisfy customers and keep them in the fold. This highly interactive course will guide your staff through a series of quick lessons, group activities, role-plays and taped coaching sessions to help them implement their new skills with confidence and pride.

Seminar Objectives:

Participants in the Exceptional Customer Service Training seminar will learn to:

• Respond more effectively to customer complaints
• Participate in a company-wide, customer-focused strategy
• Practice active listening skills to develop helpful insights into client concerns
• View client concerns with empathy and recommend value-building solutions
• Respond to client needs with an emphasis on service and quality
• Set high performance standards
• Foster a strong team-oriented focus within their work groups