Webinar Course Description

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Developing a Customer Service Attitude

Length
4 hours (two 2-hour segments over two consecutive days)

Overview

The delivery of superior service to your internal business partners and external clients requires that all levels of the organization understand how to effectively blend their technical expertise with strong interpersonal communication, client service technique and business acumen.

This highly-interactive virtual workshop is specifically designed to provide technical professionals and managers the tools needed to provide this high level of professionalism and proactive business participation.

Key Topics

  • Key Customer Service Concepts
  • S-E-R-V-E Five-Step Consulting and Service Model
  • Question Formation and Active Listening
  • Problem Statement and Desired End-State Definition
  • Managing Customer Satisfaction
  • Managing Expectations
  • D-A-N-C-E Discussion Management Framework
  • Visual, Auditory and Kinesthetic Interactions
  • Listening Styles
  • Proofread for perfection
  • Influencing Customer Behavior

Reviews

The course centered on being able to have customer centric vision, visual, auditory and kinesthetic styles. It helped me understand how to ineract with customers as I keep these styles in mind.– Autodesk, Technical Training Program Management

I liked the simple, easy to follow techniques on how to gauge a customer’s attitude. The overall content in the presentation was impressive.– Infinera Corp., Principal Product Manager

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