Winning Through Customer Service
Win more business through excellent customer service!
While winning customers may be hard, keeping them is even harder. So what do customers really want? They want quick response, instant information, and solutions to their problems. They want exceptional customer service.
Here is a simple but powerful rule: always give people more than what they expect to get.
No organization can afford to lose customers because of poor service, but many do. Customers remember how they've been treated and spread the news. Studies show that they are likely never to buy from you again, even if you have exactly what they are looking for. When customers are pleased, they're likely to spend more on your product or service and will call again. When customer service representatives understand their role in this, they will keep customers coming back.
Who In Your Organization Will Benefit?
- Sales and service representatives.
- Service managers.
- Anyone who has internal and external customer contact.
What makes this course so different?
This program was developed to do what the title suggests: Win more business through excellent customer service. This sales and service program utilizes a variety of interactive training methods to target the skills, behaviors, and attitudes that have the greatest impact on understanding the customer and providing solutions.
This unique approach allows you to customize your customer service training with both classroom and Internet-based training options. We show you how by giving you the instructions you need to "bridge" the mix. In addition, the program includes the identification of essential behavioral/communication styles that will help your representatives understand their customers' individual styles and needs.
Course Description
This workshop trains your sales and service personnel to present a professional image and to communicate effectively in everyday customer service transactions, as well as in difficult situations. The skills taught address the major concerns identified by over fifty organizations within the service industry and over 10 years of product field research. At the heart of this program, is a step-by-step process for conducting a customer service transaction.
Course Format Flexibility
The program is a core 1 1/2-day program that can also be delivered in a condensed one-day version, or in three 1/2-day sessions to accommodate your busy training schedules. The program further incorporates the use of the Vital-Online Customer Service courses Delivering Customer Focused Service and Dealing with Difficult Customers as pre work or post-work, allowing you to focus more in class time on customer-specific role plays and group discussions. An optional feature shows you how to incorporate behavior/communication style surveys to reinforce the communication portion of the program.
Winning Through Customer Service - New Edition is designed to be administered by one of your trainers or line managers, or by a Norquest Associates trainer. Typically, Norquest Associates conducts an initial train-the trainer (options for on-site or by telephone) session to familiarize and certify your trainers on this program and the techniques of facilitation. Since there are many options built-into this program, Vital Learning is available to answer any questions you may have on how to implement or customize the course in a way that is right for your specific needs.
Course Content
Module 1: Your Role as a Professional
Identifies characteristics associated with a professional image and examines actions which will improve each person's professional image.
Module 2: The Essential Communication Skills
Reviews the essential communication skills required for customer service: listening/observing, questioning, verifying, explaining, and assessing behaviors.
Module 3: The Customer Service Transaction
Introduces a step-by-step procedure for conducting a customer service transaction.
- Phase One: Establish a professional relationship.
- Phase Two: Identify how to help the customer.
- Phase Three: Provide the required assistance.
- Phase Four: Complete the transaction and follow up.
Module 4: Dealing With Difficult Customer Situations
Examines how communication skills and customer service transaction procedures are incorporated and applied when dealing with difficult customer situations.
Customer Oriented Selling has been designed as a 2-day interactive workshop for 6 – 18 participants.
Easy Program Delivery!
Administrator's Kit
The comprehensive Administrator's Kit includes everything you need to facilitate this course. Each facilitator guide includes a Facilitator Resource CD that contains forms, a PowerPoint, a Pre- and Post-Test, as well as additional materials to help instruct the programs and enable users to have a more powerful learning experience.
Order Administrator Kit: US $850.00 Buy Now
Participant Workbooks
Participant workbooks include a wealth of help and a complete record of the program. One book is required for each participant. This workbook is designed to be used with the classroom or online course.
Order Participant Workbook: US $88.00 Buy Now
Training Support
Support for facilitators and Trainers is also available by email, teleseminars, or webinars.
If you have questions or would like more information, please contact us.