Developing the Customer Service Culture

Much has been said about Customer Service in the last several years but establishing the system that works in the workplace is seldom possible without a clear and applicable plan This program provides the owner/manager with the tools necessary to define customer service goals and set them in place to work.

Principal Objectives: 

• Introduce the profile of the Successful Customer Service Culture
• Identify the five critical customer service goals
• Identify what attracts quality employees
• Identify what motivates the employees to serve customers
• Understand how to integrate customer service ideals into the organization
• Develop a customer service feedback system

Customer Service Begins with ME!

This program teaches employees the critical skills necessary to foster the customer service culture. The employee learns the importance of team work to accomplish goals for the client, how they can effect their own self-esteem, professional image and positive attitude by serving the customer, as well as practical skills for handling irate customers and communicating more effectively and much more.

Principal Objectives: 

• Introduce the profile of the Successful Customer Service Culture
• Identify the five critical customer service goals
• Identify what attracts quality employees
• Identify what motivates the employees to serve customers
• Understand how to integrate customer service ideals into the organization
• Develop a customer service feedback system

Developing a Winning Professional Attitude
Building the Foundation

• Understanding the Impact of our Customer
• How Attitude Effects the Customer
• How Attitudes Affect Results
• Understanding How Attitudes are Formed
• Cultivating Positive Habits Testing Your Attitude?
• How to Change Behavior?
• Building Self-esteem Through Service
• Communicating the Professional Image
• Saying the Right Things, Right
• Identifying and Develop Communication Skills
• The Non-verbal Message

Identify the Needs of Your Customers

• Understanding What Brings Customers Back
• Four Basic Needs of Customers
• Understanding What Repels Customers
• Developing Habits that Meet the Core Needs
• Understanding Your Customer
• The Value of the Service You Provide
• Ideas for Cutting Red Tape
• Delivering "Value Added Service"
• Systems that Attract and Retain Customers
• How to Recognize the Value of Each Customer

Dealing with Complaints and Difficult Customers

• How Complainers Become Life Customers
• The Source of Customer Conflicts
• Understanding the Angry or Irrational Customer
• Why Customers Complain
• How to Avoid Customer Intimidation
• Understanding Verbal Attacks
• Emotional Trigger Words that Cause Problems
• How to Say "No" When You Must.
• Steps to Satisfy Customer Complaints
• Complaints vs. Questions
• What to do When the Customer IS Wrong

Developing a Winning Organization

Fostering the Team Atmosphere

• What makes a Good Team
• What Makes a Good Team Player
• How You Contribute to the Team
• The Concept of the Internal Customer
• Cultivating Internal Service
• Developing the "Teamwork Wins" Attitude
• How to Change Internal Service Habits
• How to Develop Team Pride
• Making the Service Team Work for the Customer

Developing an Action Plan

All participants in this program develop a personal action plan. They are instructed to bring this plan to their direct supervisor and discuss ways they can apply newly learned customer service principles on the job. With the help of management the participant will have the opportunity to reinforce this training for four weeks.