CUSTOMER SERVICE SEMINARS

"How to Develop the "WOW" in Customer Service"

"The CUSTOMER is NOT Always Right... but The CUSTOMER is ALWAYS the CUSTOMER!!"

This program has been designed to train people in the Customer Service Industry at all levels including Managers, Receptionists, Telephone Representatives, Service Staff, Call Centers, Salespeople.....ANYONE with Customer Contact.

 

LEARN THE EFFECTIVE WAY TO:

  • Build instant customer rapport
  • Handle upset or difficult customers
  • Stay motivated and project a genuine caring attitude
  • Win customer devotion, loyalty and repeat business

 

SEMINAR HIGHLIGHTS:

  • How to exceed customer expectations
  • Tackling the Telephone with terrific telecommunications
  • Ways to create long-term "partnerships" with customers
  • What customers want: their essential needs and how to meet them
  • Specific ways to establish rapport, convey support and build trust
  • Why customers leave - and how to get them to stay longer
  • How do your customers see you? A revealing self-assessment
  • ... And ...Let’s not forget the INTERNAL Customer !!!!

A SAMPLING OF THE SEMINARS: (Can be adapted for Breakout Sessions or a One to Two day seminar. Excellent Handouts designed and provided for each presentation).

 

1. IT'S IN THE BAG!

(The Basics of Customer Service)

  • THE FIRST POINT OF CUSTOMER CONTACT
    • Don't Gamble with the 7/11 Rule
    • Perplexing Perception
    • You are the Competitive Edge
    • Attitude - Top Ten List for Staying Positive - What You're Really Worth
  • CARING COMMUNICATION
    • What Customers Want to Hear
    • Break the Understanding Barrier
    • Vital Verbal and Nonverbal Notions
    • Assert Yourself - Use Powerful, Positive Language
  • DYNAMIC LISTENING
    • Hearing What they Didn't Say
    • Listening with All 3 Ears to Emotions as well as Facts, and How to Respond
  • TELEPHONE/TELECOMMUNICATIONS
    • Answering the Phone - "The Impression"
    • "Please Hold!" - Transferring the Call - Taking Messages
    • VOICE MAIL "Step-by-Step" Recording Your Message and Leaving a Message
  • THE ANGRY & COMPLAINING CUSTOMER
    • Hot - Hot - Hot ... Only YOU can make a difference!
    • Customer Perception Flow chart
    • A BONUS! Watch Your Words! When You "KNOW" You'll Say "NO"
  • DEVELOPING LIFETIME LOYAL CUSTOMERS
    • Is 99.9% Good Enough? You'd be Surprised!!
    • Getting to "WOW”

 

2. HOW TO "KNOCK THEIR SOCKS OFF" AND KEEP THEM COMING BACK FOR MORE!
(An Advanced Customer Service Program that Works!)

Some organizations look for faster market penetration; others seek greater profitability through lower costs and better margin management. But the ultimate goal is to create more loyal customers.

Exceptional customer service is not enough to create a true market identity and long term success. You have to build CUSTOMER LOYALTY . Loyalty does not come from simply meeting your customers = expectations. You have to EXCEED them! By developing a definitive step by step plan you can keep you customers coming back again and again!

Program Highlights:

•  Understanding the lifetime value of a customer

•  The real cost of losing a customer

•  Is 99% good enough? You'd be surprised!
•  Winning customers hearts and loyalty one at a time
•  The key to corporate branding and creating a market identity
•  Emotionally connecting with your customers
•  Building relationships to build business
•  Sustaining success through sustaining values
•  Empowering employees to take ownership
•  Teach employees when to bend the rules
•  Discover the link between SATISFACTION, LOYALTY and PROFITABILITY
•  Saying Thank You Y OFTEN!
•  Powerful techniques to build customer rapport
•  Understanding why customers leave and how to get them to stay
•  Customers talk! What are they saying about you?
•  Understanding the importance of customer perception
•  Dealing with problems in a way that actually builds business

 

3. How To Put The “WOW”

In Telephone Customer Service

This dynamic, high-energy and interactive seminar takes you from the basics of telephone etiquette to the advanced telephone techniques that will make your company shine! Telephone customer service is a crucial part of any company’s success. Learn to be the best. This seminar gets results !

  

Highlights include:

  • The customer’s “8 Great Hates”
  • The customers 6 basic needs
  • How should we answer?
· Minding your P’s and Q’s
· Master the basics
· The name game

  • Now that you have them on the phone
· Effective listening skills
· Using assertive communication
· Mastering benefit language
· Words to use and words to lose
· Transferring and holding “must-know” techniques

  • Ending the call like a pro
· “Rapping it up”
· Dealing with the “long-winded”
  • Tone of voice…it’s your key to success!
· Take a voice self-assessment
· Learn to mirror
· Mastering pitch, volume, rate and inflection

· Attitude is everything!

 

4. How To Develop the “WOW” In Hospitality and Restaurant Customer Service

( Customer Service Designed Exclusively For The Hospitality and Restaurant Industry)

•  Increase your profits 5 to 25% immediately!

•  We live in a service-oriented world. Effective business relies on the way you relate to your customer. It is vital to be familiar with your customer and know what techniques are the most persuasive.

•  Ninety percent of all restaurant and bars do ninety percent of the same things the same way. It is the 10% we do differently that means success.

•  Exceptional service is not just about meeting customers’ expectations, but about exceeding them. The goal is to make a strong impression on customers and to keep them coming back for more.

•  Learn how to become “famous” for the service experience your restaurant provides.

•  EFFICIENCY

•  Teamwork
•  Staying out of the “Weeds”
•  Consolidation
•  The 4 Step Plan To Action

•  ETIQUETTE

•  5 Star Service
•  Greeting The Customer
•  What The Wait-Staff Needs To Know About Proper Table Service

•  THE ART OF PERSUADING THE CUSTOMER

•  Increase Your Per Person Average
•  Read The Need
•  Up-selling
•  The Soft Sell - Guests Are Here To Buy Not Browse!
•  Opportunities To Sell
•  Superior Bar Sales
•  Suggestive Selling
•  Adding The Adjectives That Sell

•  THE BENEFITS OF PRODUCT KNOWLEDGE

•  Know Your Wine Instead Of Whine
•  Know Your Stuff To Be Believable
•  You Can’t Sell What You Don’t Know

•  REDUCE WASTE AND CONTROL COSTS

•  Minimize Breakage
•  Use The Usable
•  “Where Have All The Spoons Gone?”
•  Measure The Portions
•  Control Liquor Costs

•  DEVELOPING THE “WOW” IN CUSTOMER SERVICE

•  Learn How To Deliver “Service With Heart”
•  Build Instant Customer Rapport
•  Handle Difficult Or Upset People
•  Stay Motivated and Project A Genuine Caring Attitude
•  Win Customer Devotion, Loyalty And Repeat Business
•  Understanding Your Customers Perception Of Service

Speakers

Jana L. High Jana High

Julie D. Burch Julie D. Burch