Duration: 3 Sessions - 4-6 Hours
Calming Upset Customers
Sect A: Calming Upset Customers
-
Introduction
- Course Overview
Sect B: Why Customers Get Upset
- People and Systems
- Why Customers Leave
- Avoidable Upsets
- Key Fact
Sect C: Responding to Upset Customers
- First Impressions
- Right Words
- Key Fact
Sect D: Calming Your Customers
- Listening
- Calming Techniques
- The Telephone
- Reaching Agreement
- Key Fact
- Customer Satisfaction
Customer Satisfaction
Sect A: Customer Satisfaction
- Introduction
- Defining Satisfaction
- Key Fact
Sect B: Customer Feedback
- Why Feedback?
- Service vs. Satisfaction
- The Fringe Benefits
- Key Fact
Sect C: Behaviors
- Overcoming Barriers
- Difficult People
- Lack of Cooperation
- Burnout
- Key Fact
Sect D: Reinforcing Behaviors
- Tactics and Strategies
- Avoiding Blame
- Feedback
- Right Words
- Reasons First
- Key Fact
- Conclusion
Quality Customer Service
Sect A: Quality Customer Service
- Introduction
- Course Outline
Sect B: Attitude
- Personal vs. Procedural
- Body Language
- Showing You Care
- Key Fact
Sect C: Identifying Customer Needs
- Basic Needs
- Key Fact
Sect D: Satisfying Customer Needs
- Mastering the Basics
- Internal Customers
- Key Fact
Sect E: Getting Customers to Return
- Customer Satisfaction
- When Things Go Wrong
- The Extra Mile
- Conclusion |
