Customer Service Training | Chicago & LA

Fast Facts

Duration
1 day

Class Size
Max 8 students

Times
9.00am to 4.30pm

Computer
One per student

Training Manual
Included

Price
325.00

Exceptional Customer Service

Upcoming Classes
Course Outline
Instructors

Course Description

It is estimated that it costs 40% more to sell to a new customer than to an existing customer. Delivering excellent customer service is paramount to any business's long-term survival.

This Customer Service course provides guidelines and best practices for providing excellent customer service that will enable front-line associates and service staff in back-up and support roles to build, maintain, and increase a loyal customer base.

Target Audience

This Customer service training is recommended for customer service professionals, service agents, front-line workers, managers, supervisors and business professionals, who wish to specialize in the customer service business segment. This course is also applicable as a refresher course.

Learning Objectives

Upon successful completion of this Customer Service training class students will be able to:

Maintain a Positive Attitude.
Show Attentiveness to Customers.
Build Rapport with Customers.
Use Customer Friendly Language.
Deal Effectively with Customer Complaints and Problems.
Handle Angry and Difficult Customers.
Interpret Non-Verbal Communication.
Provide Quality Service over the Phone.
Communicate Effectively through E-mail.

Upcoming Classes

Chicago	Mar, 2010	Apr, 2010	May, 2010	Jun, 2010
Exceptional Customer Service	Mar 19	Apr 29 !		Jun 11

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Los Angeles	Mar, 2010	Apr, 2010	May, 2010	Jun, 2010
Exceptional Customer Service	Mar 25 !	Apr 29 !		Jun 10 !

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* Class almost full ! Class guaranteed to run † Class is full

Course Outline

Customer Service Fundamentals

Rediscover Importance Of Customer Service
Who Are Your Customers?
Company Loyalty
Personal Responsibility In Customer Management
Setting Goals For Learning And Application
Simulation Activities based on participant experience
Revisit Customer Service Strategy
Review Service Attitude And Customer Expectations
How To Build Rapport With Language
Tips On Non-Verbal and Telephone Etiquette
Make Your Customer Service Strategy Competitive
Simulation Activities based on participant experience

Customer Service Process and Strategy

Positive Attitude And Motivation Techniques
Tips On Improving Quality Of Your Service
The Customer Service Process
Problem Resolution And Recovering Customer Relationship
Learning From Problem Resolution
Simulation Activities Based On Participant Experience

Customer Management

Taking Responsibility And Exercising Discretionary Skills
Preventing Dissatisfaction
Non-Verbal And Verbal Do's And Don'ts
Handling Complaints, Upset And Angry Customers
Stress Management
Simulation Activities Based On Participant Experience

Customer Communication

Identify the Importance of Effective Communication
Special Attention To Telephone Skills
Revisit Your Telephone Service Script
Email And Follow-Up Communications
Compose Effective And Professional E-Mail Messages
Review Principles, Simulation Activities, And Set Application Goals

Meet the Instructors

Allyncia

Allyncia has 12 years of corporate training experience. She holds a Bachelors degree in Psychology and Spanish.
Ms. Williams has studied, traveled, and worked abroad in 14 countries. As a corporate communications consultant in Tokyo, Japan, she created business skills and cross-cultural training programs for a wide range of clients including Goldman Sachs, Deutsch Bank, Nissan, Mitsubishi, Johnson & Johnson Co., Eddie Bauer, JAPEX, Ministry of International Trade to name a few.
Since returning to the US, Allyncia has consulted in HR and Training roles with Hewitt Associates, LaSalle Bank and Unicare.

CLOSE BIO

"The Instructor, was great she made sure we understood things, and answered all of our questions. We even acted out some real life situations which was great so we can learn how to deal with these situations."

Onalis Mercado - Dr. Antonio Barajas Offices

"The Customer Service class was smart and organized. The positive attitude from the instructor and interactive situations made learning fun again!"

Summer McQuoid - National Restaurant Association

"The class gave me good information to handle situations with a new approach. Allyncia was very knowledgeable with information and interested in comments by students. I am very glad to have taken this course."

Andrea Roberts - Edward Hines Jr. Veterans Affairs Hospital

Jeannette

Jeannette's experience includes management, corporate training, keynote speaking and seminar facilitation for businesses and student organizations, business- to-business sales, and most recently, teaching business courses at the college level.
Living by her personal philosophy, "Life - it is an experienced to be lived! Not to stand back and be witnessed", she now lives two of her greatest passions - wine consulting and teaching for Training Connection.
Jeannette can't wait to help you and the members of your company through a journey of personal and professional growth!

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"Well organized, great exercises, and Janette was energetic, kept everyone engaged and discussed relevant topics to our everyday experiences."

Kelli Steckbauer - MG Design

... view bioAllyncia

... view bioJeannette