Importance of exceptional customer service

  • Definition
  • Examples of good and unacceptable
  • Why it is critical to success
  • Impact of poor customer service
  • What makes customer service legendary

Who your customers are and what they expect

  • External
  • Internal
  • Expectations of your customers

Measuring customer service

  • Review of mystery calls
  • Telephone skills quiz
  • Self evaluation results

Verbal and non-verbal customer service

  • Attitude and other qualities
  • Product Knowledge
  • Good Communication
  • Positive vs. Negative language
  • Body language and physical appearance

Phone, voice mail and e- mail etiquette

  • Phone etiquette rules
  • Greetings
  • Placing callers on hold
  • Transferring calls
  • Taking messages
  • Voice mail etiquette rules
  • E-mail etiquette rules

Listening, asking questions and offering solutions

  • Active listening
  • Listening and clarifying
  • Asking probing questions
  • Offering solutions and showing empathy

Closing the sale and the call

  • Customer service requires sales skills
  • Closing the call
  • The talkative caller
  • Follow up

Dealing with difficult customers and problems

  • Diffusing angry customers
  • Tips for problem calls
  • LEAP into handling complaints
  • Managing customer expectations
  • Using diplomacy

Industry lingo

  • Avoid using industry lingo

Group exercise - role playing

Conclusion and evaluation

  • Review of expectations
  • Receive certificate of completion
  • Complete evaluation form

 

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