Customer Service:
How May I Help You? more
To the caller, you are the organization. The telephone is your front-line contact with the world -- efficiency, courtesy, and high standards of service are your top priorities. In this intensive training session, learn the principles of making each incoming caller a loyal customer.
Objectives:
- Learn to identify and analyze a customer's needs and problems.
- Recognize the most common reasons for customer complaints.
- Develop effective telephone techniques to make every call a positive experience for the customer.
- Learn to create and maintain an efficient information organization system.
- Assess your communication style's strengths and weaknesses.
- Recognize how non-verbal signals are utilized and received (face to face and over the phone).
- Identify frequent behaviors in customers, staff, and yourself.
- Learn how to handle problem customers.
- Discover techniques to cultivate and maintain special customer relationships.
- Identify specific problems in your customer service program and apply an appropriate treatment.
- Translate what you learn into action.
For more information regarding our on-site training programs e-mail at info@aeschwartz.com.
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What Participants Are Saying...
"The training not only gave you ideas on how to do better but gave you the opportunity to understand how and why you and the customer react to each other."
"Quality techniques and dealing with customer-employees by phone and in person."
"How to use my time on the phone by being more positive asking the right questions and knowing how to service the customer better."
"How to deal with irate customers and how to change the tone of a potentially disastrous call; all the information was helpful and it was a reminder of how important every phone call and introduction is."