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Human
Resource Training
CUSTOMER
SERVICE,
A Quality Approach
(16
hour program)
This outstanding program focuses on human interaction skills
as critical factors for successful customer service. It advocates
a planned common sense approach to customer delight with specific
insights into the following subjects:
What
Good Customer Service Looks Like
Why People Behave the Way They Do
Fresh Approaches to Persuasion
Dealing With Difficult People
Win/Win Approaches to Conflict Resolution
Building Rapport on the Telephone
Throughout this action filled two-day program, John Nienstedt
emphasizes the internal as well as the external customer.
The most valued employees are those who find ways to increase
the services they provide inside and outside the organization.
Target
audiences include:
Customer Service Reps., Marketing Personnel,
Supervisors, Managers, and Support Staffs.
COURSE
OUTLINE
1. INTRODUCTION
a. On Attitudes
b. Why Customer Service Anyway?
c. Factor Of Quality
d. Moments Of Truth
2.
WHAT DOES GOOD CUSTOMER SERVICE LOOK LIKE?
a. Attitudes
b. Skills
c. Actions
3.
BEHAVIORAL DIVERSITY
a. Why Do You Act That Way?
b. Self-evaluations Regarding Behavior
4.
DEALING WITH DIFFICULT CUSTOMERS
a. Managing Conflict For Win/Win Results
b. C.A.L.M. Approach To Difficult People
5.
POWER PERSUASION
a. How To Listen
b. How To Be Listened To
6.
BUILDING RAPPORT ON THE TELEPHONE
7.
LESSONS LEARNED AND WRAP UP
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