Score a ’10’ in Customer Service

Remain economically viable by delivering excellent customer service

Scoring a “10” in Customer Service helps teams deliver an excellent customer experience and handle those “moments of truth” when the customer can leave satisfied or unhappy.

Customized to the specific needs of your organization, using real-life examples, this customer service training program helps everyone on the team deliver excellent customer service to external –and internal– customers.

“Karla did more than just provide my company with the customer service training we requested.  She went above and beyond that call.  Karla customized the training to align perfectly with our needs.  The training segment where we focused on the different personalities of all employees in the department really hit home.  Her training impacted our department positively and left a lasting impression, internally and externally.” ~ Julie Recalde, Human Resources and Project Manager, Kistler Financial Insurance Group

The training brings a decided boost in customer loyalty as well as organizational morale.

Objective: To increase the professionalism of customer service personnel

Description: Success in today’s business world demands impeccable people skills for customer service personnel. This program delivers critical skills in five modules:

1. The Customer Is the Reason

The customer is the reason for your existence and the center of your business. To be competitive in the marketplace and to be fiscally fit, you must have happy customers. Help your customer service personnel deliver customer service that exceeds expectations with instruction on how to:

  • Have the exceptional customer service attitude
  • Take ownership of the customer’s problem
  • Be responsive and reliable

2. Professional and Polite: Customer Service Etiquette

Practice the laws of telephone etiquette and implementation will become easy and automatic. Customer service personnel PRACTICE how to:

  •  Answer the telephone with professionalism
  • Greet the caller courteously
  • Listen intently to the customer’s statements and needs
  • Leave an appropriate voice mail

NOTE: Participants are divided into teams and they practice the techniques. Specific customer service words and phrases used in telephone conversations are customized to fit the policies of your organization.

3. E-mail: A Permanent Record 

Don’t let your customer service personnel get caught in the trap of thinking that responses in an e-mail are of little consequence. An e-mail is a permanent record of attitude, helpfulness, and knowledge. This module teaches e-mail etiquette that compliments the telephone etiquette instruction. Participants learn how to:

  •  Write e-mails that are clear and succinct
  • Write engaging subject lines
  • Omit strong emotion from e-mail content
  • Write in a style that prompts immediate responses from the receiver

4. The Spirit to Serve – Overcoming the Negative

To give exceptional customer service, customer service personnel need a combination of dialog skills, stress skills, and emotional intelligence skills. This module delivers all three and takes participants to the next level in professionalism by helping them understand the moments of truth – crucial points of customer contact. Topics include how to:

  •  Be prepared for an angry customer BEFORE you answer the telephone
  • Make difficult customers feel heard
  • Deflect anger
  • Manage your stress levels
  • Be tactful, honest, and empathetic
  • Prevent customers from leaving the conversation with unresolved issues and problems
  • Overcome sarcasm and cynicism
  • Learning how to be pleasant to all customers when you feel UN-pleasant

5.  What, The Person Sitting Next To Me Is My Customer?

Morale in the organization is increased when the perception is changed that customers are not only external, but also internal. Internal customers should not be ignored or taken for granted. The instruction includes:

  •  Understanding the relationship between how employees treat each other on the inside impacts interactions with customers on the outside
  • Committing to work together for the customer’s benefit
  • Making the link between customer service and profits
  • Replacing negative words and phrases with positive words and phrases

NOTE: In this module participants practice positive dialog skills 

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