“CUSTOMER SERVICE SKILLS TO KEEP CUSTOMERS & EMPLOYEES COMING BACK”

Here are just some of the things you’ll learn…………….

·        4  STEPS  that make every customer and employee contact better

·        WHY we should give great service (Surprise!  It’s not what you think)

·        Why customers quit and how to prevent it

·        How to make every customer and employee feel important

·        What is the “right” first impression and how to achieve it

·        The secret to successfully diffusing an angry customer

·        TELEPHONE TECHNIQUES

1.      What to say when we answer the phone

2.      What to say on our voice mail or answering machine

3.      How to put people on “hold”

4.      How to screen calls if we have to

5.      Making callers feel important

6.      Completing the conversation

7.      Handling irate callers

8.      What to say when calling customers or prospects

9.      Called party is not in

10. Answering someone else’s phone

11.  Acknowledging others so they feel good about calling

12.  Giving the right impression of us and our department or company

And much more…………

·        The art of asking questions

·        How to handle upset or stressed customers and employees

·        Listening skills (Huh?)

·        Developing voice qualities needed for success

·        How to “charge your battery”

·        How to bring out the best in our self and others

·        Choosing how we react and respond to people and events in our lives

·        How to maintain our ENTHUSIASM

·        The power of empathy and how we can use it

·        How to have fun and be happier every day (and show it)