CUSTOMER SERVICE MANAGEMENT
 
Nearly every corporate strategic mission includes words and phrases that allude to customer service, such as total customer satisfaction, service excellence, and quality service.  But, is that what you’re actually providing?

This course is currently offered as a 1-day workshop.  Ask about our customization options.

WHO SHOULD ATTEND
Individuals attending this session are involved in one or more of the following areas:

  • Communicating effectively with your customers.
  • Negotiating with your customers.
  • Solving problems for your customers.
  • Evaluating your customer service.
WHAT THE SESSION PROVIDES
Our experienced facilitators can guide you through our workshop that will re-design customer service to include anyone who comes into contact with your company — employees as well as customers: internal and external.  Great customer service can give you the edge in today’s competitive business world.
 
WHAT PARTICIPANTS LEARN
After attending this session, the participants will be able to:

  • Identify your customer service values and mental models.
  • List the costs and benefits of good and bad customer service.
  • Identify your customers and their customers.
  • Design an evaluation strategy.
  • Create an Action Plan for improving your customer service.
  • Identify your communication style and those of your customers.

 

 

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UNIT 1
 Would You Do Business with You?
  • Defining Good Customer Service
  • Internal and External Customer Service
  • Benefits and Costs of Good Customer Service
  • The Customer Chain of Experience
UNIT 2
 Never Say Never
  • Communicating with Customers
  • Effective Communication Techniques
  • Listening
UNIT 3
 Conflict
  • Why is Conflict Necessary?
  • Conflict Causes and Situations
  • How to Disagree
  • How to Criticize
  • Accepting Criticism
  • Resolving and Mediating Conflict
  • Indiscussibles
  • Identify the Enemy
UNIT 4
 Negotiating
  • What is Negotiating?
  • Change Your Beliefs
  • Techniques
UNIT 5
 How Do We Stack Up?
  • Total Problem Resolution
  • Saying No
  • Evaluating Customer Service
Bibliography
 Exercises