Staying Alive
Customer
Service, The Key to Survival and Prosperity in Business
Learn the key
ingredients in creating and maintaining customer loyalty.
You need them all. The
program is highly
interactive. The participants learn by putting the principles
into practice during the sessions.
The
Trust Factor most people
don’t know. Gain instant rapport.
You will learn the
three modalities of communication and how to recognize and use them. When you
know, use and understand these modalities almost everyone likes you. More import, you like almost everybody.
The Customer is
Never Right when you are stressed out. Control Stress.
You will learn the Joke
of Life, a proven method of stress management. You will never again fail to give
a concession. Under stress people tend to either give away to much or to little.
With this skill you will make the right decision consistently.
Dealing
With Difficult People is easy, only in your dreams.
The
program gives you the tools to defuse an explosive customer, calm a nervous
client, and satisfy picky people. Dealing with difficult and abusive customers
is not always easy but with these tools it will not give you nightmares.
Key
Concepts that must be understood before customer service happens.
Discover:
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What
"world class" customer service is.
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Two
things that every customer wants.
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Common
components of effective customer service.
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What
those you serve want from you.
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The
keys for providing great customer service.
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How to
become "easy to do business with".
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The
customer service model.
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Assessing
customer needs and getting customer feedback.
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The
complaint is a gift: handling customer problems.
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Things
that work.
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How to
recover lost customers and regain customer confidence.
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