CUSTOMER SERVICE
During this new decade of service-oriented industry, a mastery of Customer Service can mean the difference between success and failure. The corporate trend of the 90's focuses on raising Customer Service to an art form, treating service as a product that needs to learned inside and out, and marketing service to customers as vigorously as if it were a direct revenue producer. Unfortunately, in many companies, the customer has become low man on the totem pole. When people are not treated according to their expectations, they take their business elsewhere. What's more, they usually relate their bad experience to as many as ten other people. On the other hand, the rewards for exceeding customer expectations are plentiful. That's good new for businesses who strive to offer the ultimate in Customer Service.
The question then becomes not whether to improve your company's service standard, but how. Excellence in Customer service pays off on the bottom line by dramatically influencing customer behavior and attitudes. The ultimate customer service program gives your the competitive advantage by answering your service needs with a comprehensive approach designed to improve attitudes and behavior through a dynamic results-oriented process.
Some of the skills and areas covered in the ultimate customer service program:
| Attitudes and Performance | Belief Through Affirmations |
| How Customers Define Service | Job Knowledge |
| Your Role in the Company's Success | Understanding of Human Behavior |
| Feeling Good About Yourself | The Power of Goal Setting |
| The Payoff of Persistence | The Power of Goal Setting |
| Effective Communication | Customer Bill of Rights |
| Cultivating Empathy | The Art of Listening |
| Handling Complaints | Improving Telephone Skills |
| Developing Self Image | Mastering Difficult Situations |
| Estimating Quality of Service | Developing Company Image |
| Marketing Customer Service Within Your Organization | Excellence in Service |
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