Customer Service Training | Chicago & LA
Fast Facts
1 day
Max 8 students
9.00am to 4.30pm
One per student
Included
325.00
Exceptional Customer Service
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 |
Jul, 2009 | Aug, 2009 | Sep, 2009 | Oct, 2009 |
| Exceptional Customer Service | Jul 10 | Aug 24 ! | Oct 5 ! |
Los Angeles |
Jul, 2009 | Aug, 2009 | Sep, 2009 | Oct, 2009 |
| Exceptional Customer Service | Aug 7 ! | Sep 22 |
* 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.
