Course description
Communication & Customer Service Strategies
The importance of customer service varies by product, industry, agency, and customer. For example, an experienced customer – one who has dealt with your organization before – might require less service (i.e., advice) than a novice customer – one who is experiencing you for the first time.
The same is true for users of your services. Those with extensive exposure, know the in’s and out’s and can even take advantage. The novice user may be fearful and anticipate being caught in a never-ending sea of red tape and processes. In many cases, customer service is more important if the interaction relates to a “service” or is a “service” rather than related to a “product”.
Customer service may be provided by a person (e.g., sales, or service or support representative), or by automated means called self-service. Examples of self-service are Internet sites or telephony systems. Superior customer service is delivered by people to people!
This workshop can also be facilitated to a live virtual audience. Please contact TrainSMART to learn more about a custom-tailored solution.
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Upcoming start dates
Training content
The Problem
- Customers complain about your CSRs
- Customers going to your competitors
- Unmotivated, unfriendly, unconcerned, uncommitted CSRs
- Our Solution To Learn to...
- Leverage their behavior styles
- Influence others
- Respond effectively to specific customer behaviors
- Build ongoing trust with repeat customers
Course Outline
- Course Overview
- What is Customer Service?
- Leverage Your Behavior Style
- Dealing with Difficult Customers
- Be a Problem Solver
- Telephone Techniques
Costs
Request Information for group pricing details and more information. This course can accommodate up to [fill in number] participants with one facilitator.
Why choose TrainSMART Inc.?
Customized training programs for every organization
Certified Women-Owned Business (WBENC & WOSB)
Industry-proven facilitators, consultants, and experts
Contact this provider
TrainSMART Inc.
TrainSmart specializes in helping you identify people and process challenges that may be preventing your organization from achieving optimal results. We take a collaborative approach to create a tailored strategy for success. TrainSmart’s goal is to partner with you to...