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Customer Service: Raising the Bar

Course Length: 1 day

"Quality in a service or product is not what you put into it. It is what the client or customer gets out of it." - Peter Drucker

This interactive workshop helps you to get in step with your internal and external customers.

Course Objectives

By understanding and adjusting to the style of the person with whom you are interfacing, you will:

  • Create a stronger rapport and deliver quality service
  • Practice effective customer interaction skills whether in person, over the phone, or by email
  • Learn the best practices and develop a personal action plan for raising the bar

Key Topics

  • Identify service challenges
  • Recall your customer service experiences
  • Acknowledge current customer perceptions
  • Raise the bar influencers
  • Practice three communication styles
  • Recognize how cultures communicate differently
  • Deliver bad news in a sandwich
  • Five communication stoppers
  • 10 ways to improve listening
  • Use the LARK communication model
  • Ask probing questions to get specific information
  • Handle the angry customer
  • Manage Stress
  • When you can't say 'yes' or how to say 'no'
  • Handle difficult situations
  • Deal with difficult people on the phone: dos and don'ts
  • Best practices for best service
  • Teamwork raises the bar

Reviews

Class was flexible, but always on topic - Relevant! Tech Ed Networks, VP/CIO
Loved the exercises; they were provoking and fun. Tech Ed Networks, Human Resources Manager

Instructor

 Linda Price

LINDA PRICE is an internationally known trainer who works with technology-driven companies in the areas of management development, communication, conflict management using the Myers Briggs Type Indicator, customer service, and team building. Her 30 years of professional experience in high-tech companies include: Executive Coaching, Sales Training Manager, and HR Director. Since 2001, Linda has conducted programs for the IEEE Engineering Management Society, Silicon Valley Chapter.

Ms. Price lectures at universities in business management, human resources, organizational behavior, and communication. Linda hosted a television talk show on business, special interest, and social awareness issues.

Linda holds a master's degree in Management Development.


Onsite Delivery

For more information about having a course delivered at your site and tailored to meet your organization's specific objectives.

Contact: info@effectivetraining.com