SKY’S THE LIMIT!
“Be a Hit & Have a Ball”

Customer Service for Champions

Brief Description
The customer is why we are in business.  Great customer service is important for every company’s success. Knowing how to correctly satisfy the customers’ needs, increases job satisfaction. Using the proper communication tools and techniques necessary for solving problems creates great customer satisfaction. Understanding personality styles – just what type of person are we dealing with – goes a long way in helping us be successful. The key to gathering information is asking the right questions in the proper manner.  Stress inherent in the job is identified and participants are taught the delicate balance of caring for both the customer and themselves.  Participants are encouraged to bring their greatest customer service challenges to the workshop so they can apply what they’re learning.

Objectives
By the end of the course, you will be able to:

• Identify personality style in order to work more effectively with customers and co-workers.
• Understand basic customer service goals and strategies
• Learn how to discover the customer’s needs and how to meet them
• Learn the power of effective listening
• Identify and effectively deal with stress

Instructional Methods

• Interactive lecture with role-playing.
• Personality Profile Exercise
• Facilitated sharing of group knowledge.
• Stress Test

Audience
People who deal with customer service

Prerequisites
None

Course Content:

Introduction

• Objective – To begin the process of identifying obstacles and to appropriate the relevant and specific solutions to establish a mutual and clear understanding of highly effective customer service.
• What would YOU like to take away from today’s training?

Customer Service Ideas

• Know the 10 Successful Customer Service Goals
• Understand the 3 Customer Service Strategies
• Where do your customers go?
• Know the 4 Basic customer needs
• 4 Types of Quality Service Goals

Introduction to Personality Styles

• Personality Profiles – The 4 basic styles
• Knowing your style and recognizing others’ improves communication

The Importance of Attitude and Enthusiasm

• A Formula for Attitude where the numbers tell the story
• The words your customer wants to hear

Dealing with Customer Behavior

• Dealing with Difficult Customers Self-Assessment Exercise
• Why Some Customers Complain and Others Don’t
• How to handle complaints with care
• 5 Challenging Communication Situations

Listening

• Do you know the 5 Types of Listeners?
• Why People Don’t Actively Listen
• How to become a better listener
• How to avoid the 10 most common listening mistakes

Communications is Key For Good Customer Relations

• Different  Ways We Commonly Communicate
• 6 Ways to Communicate More Effectively

Additional Phone Usage Tips
(Extra Credit)

• Do you have stress?
• 20 Point Stress Test
• 5 steps so deal with stress, 3 business, 2 personal