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Testimonials

Janine Gates
Date: Feb 04, 2010


Great that the instructor was so flexible and attentive to our learning goals.
Customer Service

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Details

Date
Duration

1 Day

Class Size
Class Size

~15

Time Times

9:00-4:00

Computer Computer

Provided

Training Manual Training Manual

Included

Price Price

$235.00 + GST

Course Description

It takes more time, effort, and thus cost to sell to a new customer as opposed to an existing customer. It is estimated the cost is up to 40% more in fact. Delivering exceptional customer service is key to a businesses survival, and growth rate.

The Customer Service course will provide great insight and tips to ensure you are maximizing performance in customer service and in generating new and return sales.

Target Audience

This Customer service training is designed for customer service professionals, front-line workers, managers, supervisors and any business professional. This course is also applicable as a refresher course.

Learning Objectives

Upon successful completion of this Customer Service training class students will be able to:
  • Listen and Interpret What a Customer is Looking for
  • Show Customer proper Attentiveness
  • Relate and Build Rapport with Any Customer
  • Speak in a Way the Customer can Understand
  • Effectively Handle Customer Complaints and Issues.
  • De-Escalate Angry or Upset Customers.
  • Be Aware of and Interpret Body Language.
  • Provide Excellence in Customer Service on the Phone and In Person.
  • Communicate Effectively using Electronic Means (IE. Email, IM, Etc.)

Features

Customer Service
Secure Payments
Seperator

Upcoming Classes

Seperator

Course Outline

Morning

Fundamentals of Great Customer Service
  • Understand what Really Matters to Customers
  • Rediscover Customer Service
  • Understand your Customers
  • Loyalty and Responsibility
  • Building Positive Energy
  • Keeping it Positive: Strategies Unleashed
  • Strategies on Building Rapport
  • How to Show your Listening
  • Customer Service Strategies
  • Review Service Attitude And Customer Expectations
  • Telephone and Non-Verbal Communication Etiquette
  • Keep the Lingo out of It: Simplicity Defined
Customer Service Process and Strategy
  • Motivation and Moral: Key Implementation
  • Quality of Service Reporting
  • The Entire Customer Service Process
  • Resolving Issues and Recovering broken Customer Trust
  • Reviewing Resolution Procedures
  • Simulation Activities to Demonstrate Strategies and Procedures

Afternoon

Customer Management
  • The Importance of Leading by Example and Taking Responsibility
  • Understanding how to use Discretionary Skills
  • Preventing Dissatisfaction in your Customers
  • Do's and Do Not's of Body Language
  • Do's and Do Not's of Verbal Communication
  • How to Deal with an Irate Customer
  • Stress Management
  • Simulation Activities to Demonstrate Techniques
Customer Communication
  • Understand the Importance of Effective Communication
  • Using the Telephone 101: Basics and Beyond
  • Importance of Telephone Service Scripts
  • Follow-Up Communications by Email
  • How to Create Professional E-Mail Messages and Newsletters
  • Review Principles, Simulation Activities, And Set Application Goals

Register Online

To begin registration, please select the date you would like to attend.

 
More Info

Professional Staff

All members of Primer Business Solutions are driven professionals who focus on providing high quality training programs to people and to businesses. Our seminars are taught by skilled trainers who have worked in their respective fields for many years and are recognized as experienced industry professionals.

Contact Us

For questions concerning Primer Business Solutions or Primer Educational Seminars seminars, you can view our FAQ section or you can contact us for more information.