Customer Service: Raising the Bar
"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
It takes two to tango. This interactive customer service course helps you to get in step with your different internal and external customers.
Course Objectives
By understanding and adjusting to the style of the person you are dealing with, you will:
- Create a stronger rapport and deliver quality service
- Practice effective customer interaction skills whether in person, over the phone, or through email communication
- Learn the best practices and develop a personal action plan for raising the bar
Key Topics
- Identify service challenges
- Recall your customer service experiences
- What is excellent customer service?
- Current customer perceptions
- 'Raising the Bar' influencers
- 3 interpersonal communication styles
- How cultures communicate differently
- 13 most common email mistakes
- GRACE - An email format that works
- Delivering bad news in a sandwich
- 5 communication stoppers
- 10 ways to improve listening
- LARK communication model
- Troubleshooting: Ask probing questions to get specific information
- Communication that lies outside of our words
- Handling the angry customer
- Stress Management
- When you can't say 'yes' or how to say 'no'
- Handling difficult situations - What to do
- Dealing with difficult people on the phone: do's and don'ts
- Best practices for best service
- Teamwork raises the bar high
Instructors
LINDA PRICE is an internally 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
Contact: info@effectivetraining.com
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