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Giving
Customer Service with STYLE
Not
all customers are created equal.
Learn
the four customer behavior styles and techniques to improve customer service
with each style.
Customers today have higher expectations and at times are more demanding.
You will learn how to maximize your customer communications skills to improve
customer service, build better relationships, deal with difficult customers,
salvaging the sale and get repeat business.
Patrick places special emphasis for this
program on trainee involvement, using group discussions, role-playing,
exercises, real-life examples, and planning time to put these principles into
action. Topics include:
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Communicating
with Impact Mode
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Why
customer service is important
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The
four Customer Styles and how to deal effectively with each
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A
Six Step System for Dealing with Customers.
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Customer
communications barriers and how to overcome them
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5
Tools to improve active listening
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The
three models of service behavior
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What
to do when you have to say no
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How
to set up win/win problem solving with difficult customers
Program Goal:
To
increase your knowledge and ability plus learn the skills necessary for
effective customer service communications and telephone skills
Program Objectives:
1.
Teach techniques that will improve your customer service communication
skills
2.
Learn a Six Step System to handle customers and difficult customers
3.
Develop and practice specific approaches you can implement back on the
job.
4.
Help you to develop an "Action Plan" to actively pursue
practicing and implementing these newly learned skills.
Time Needed:
Full
day—or choose topic components to build a 1-3 hour speech or workshop.
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