Exceptional Customer
Service
As a customer service professional, you
are among a growing group of service and sales professionals who are dedicated
to meeting the needs of others.
Personal service organizations have a completely different challenge
from those in the past because customers’ expectations for service have
increased dramatically. Many
organizations use extraordinary service as a way to differentiate themselves
and to build lasting, loyal relationships.
Upon Completion of the Program, Participants will be Able
to:
• Identify
your and your customer’s personal style
• Identify your internal and external
customers
• Know the specific behavior that occurs
when a Positive Customer Experience is taking place
• Identify the elements of a communication
model and its effect on customer service
• Implement the Caring Customer Service
Communication Processes
• Understand how your own Self-Talk affects
you and your customer
• Know the Key Principles of communication
• Know what Positive Customer Experiences
can do for your company’s customer service professionals
Select from These Key Topics to Create Your Own Unique
Program:
Understanding
the customer – Identify the internal
and external customer and the nature of the relationship. Establish a partnership with your client.
Determining
Needs – Learn what your client
expects from the first and following contacts.
Creating
Image – Become the message your
organization wants transmitted to customers, employees and community.
Managing
Challenges – Develop the best
response to complaints and dissatisfactions, leaving the client feeling
good. Deal effectively with the
difficult customer.
Being
Proactive – Make it easy for your
client to have contact with you.
Confirm, respect and assure them.
Communicate
Effectively – Establish listening
skills, use positive language, and develop favorable phone habits.
Providing the Extraordinary – Deliver more than expected.
Quality programs – offered
on-site and adapted for your company.
Contact Jim Hoffman at 214.763.9644
or via email at jhoffman@pdi.org. Visit us online at www.pdi.org