Exceeding Customer Expectations
Providing superior customer service—making extraordinary impressions on our customers—is your job, but it’s not always easy! Some of us have ‘external’ customers, but all of us have ‘internal’ customers (the colleagues and managers we work with on a daily basis). Our service interactions happen face-to-face, over the phone, and through email. In our quest to survive ‘doing more with less,’ you will learn how to stay professionally ‘centered’ in order to provide superior customer service even under pressure and in tough situations.
At the end of this course you will be able to:
• Create the service experience your customers will rave about.
• Manage all three service environments (face-to-face, phone, email).
• Lead and redirect the conversation positively toward resolution.
• Prevent common concerns from escalating into full-blown anger.
• Recognize the real-life customer service issues that causes stress.
• Balance ‘Kindness with Authority’ in working with difficult customers.
• Stay ‘centered’ and be agile in responding to stressful demands.
Topics that will be covered:
• Positively Influence Customers’ Perceptions of You and Your Company
• Manage What Our Customers See, What They Hear, and How We Make Them Feel
• Service on Three Channels: Face-to-Face, On The Phone and by Email
• How to Bring Value to Customer Situations
• Deliver the Answers Your Customers Don’t Want to Hear
• How to Listen and Respond Rationally (Brain Control)
• When and How to Apologize
• Preempt Potentially Bad Situations Before They Become Problems
Prerequisites: Anyone who communicates with internal or external customers through face-to-face interactions, phone conversations, or by email.
Advanced Preparation: There is no advanced preparation for this course.
Fields of Study: Customer Focus
Delivery Method: Group-Live | Course Level: Overview | Duration: Half day – 8:00am- 12:00pm
Continuing Education/Recertification Credits: CPE Credits, HRCI Recertification Credits and SHRM Professional Development Credits may be available for this course.