Customer Service Essentials

Course Description: 

Customer service is a major component of virtually every job, and providing exceptional customer service is essential for individual and organizational success. MTI's Customer Service Essentials seminar is designed to help you learn to communicate in a manner that will help you cultivate loyal customer relationships and build your referral business. Want to build solid relationships with customers?

The key to cultivating customer loyalty lies with mastering the art of providing exceptional customer service. By learning to communicate effectively with customers, you increase the likelihood that your customers will come back to your organization time and time again, as well as that they'll refer other people to you.

Learning Objectives

Customer service is a major component of virtually every job, and providing exceptional customer service is essential for individual and organizational success. Customer Service Essentials is designed to help you learn to communicate in a manner that will help you and your organization cultivate long term customer relationships. Everyone in an organization touches customers in some way. This half-day seminar offers practical training designed to help individuals in all types of positions effectively communicate with customers. Learn to recognize and properly handle common customer service challenges such as dealing with difficult or irate customers and how to communicate positively with customers. You’ll also learn the truth about common customer service myths, gain insight into the expectations and needs of today’s consumers, and leave with practical tips for providing exceptional customer service.

Topics Covered Include:

  • Benefits of Exceptional Customer Service
  • Common Customer Service Myths – and the truth
  • Customer Expectations
  • Customer Satisfaction vs. Customer Loyalty
  • Tips for Providing Exceptional Customer Service
  • Preventing Customer Dissatisfaction
  • Reasons for Preventing Customer Dissatisfaction
  • Importance of Dealing with Customer Dissatisfaction
  • Benefits of Customer Complaints
  • Recognizing Problems
  • Proactive Problem Solving
  • Communication for Problem Resolution
  • Customer Emotions
  • Language Choice
  • Dealing with Angry Customers
  • Additional important customer service skills

Who Should Attend

  • Customer service representatives
  • Employees/team members in any job
  • Sales professionals
  • Supervisors/managers

 

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