A Culture Shift is Coming in 2019

The Path to Becoming Highly Effective – 20 Ways to Create a Culture Shift at Your Company It’s all about opening your mind to a new way of thinking so you can intuitively think through any cha

Read More
A Culture Shift is Coming in 2019

Ten Proven Strategies for Improving Enga

Engaged employees are rare. Gallup’s most recent global research finds only 13% of employees worldwide are engaged at work. According to the latest State of the American Workplace report, just 3

Read More
Ten Proven Strategies for Improving Engagement

Ten Reasons Why This Course Makes Other

The Path to Becoming Highly Effective Develops These Skills Which Will Make Your Other Courses “Move the Needle” Better Planning – This course helps you improve your planning skills

Read More
Ten Reasons Why This Course Makes Other Courses Better

The Top Ten Habits of Successful Sales P

The Top Ten Habits of Successful Sales Professionals 1. Top salespeople know that it’s important to look sharp and speak well, especially in the first 7 seconds of talking or meeting a prospects

Read More
The Top Ten Habits of Successful Sales Professionals

Ten Ways to Get Things Done Without Auth

In today’s business environment it seems like having influence is becoming more and more important. Without influence it’s difficult to accomplish what you really need to get done. It coul

Read More
Ten Ways to Get Things Done Without Authority Using Influence

Ten Ways to Increase Your Emotional Inte

So the key to emotional intelligence is to develop your awareness of your emotions, then understand them, then how to manage them. Once you master this then you can better recognize and understand oth

Read More
Ten Ways to Increase Your Emotional Intelligence

Developing Customer Service Excellence

In 69% cases clients leave and go to your competitor because of unsatisfactory customer service. It is worth mentioning here that a product or service problems discourages only 13% of customers. A dissatisfied client talks about his/her experiences to six people on average.

The key element here is motivating the employees in a proper way and constant monitoring of the customer service quality. It is important to involve the employees themselves in the process of deciding about the customer service – it is them who are in the direct contact with clients and meet them most often and that is why they usually have the best ideas concerning this issue. If the employees have an opportunity to communicate these ideas, they become responsible for the service – they want it to be as good as possible.

  • Its one thing to be willing to offer great customer service, however willingness means nothing without action.
  • Employees need to be encouraged to take matters into their own hands and impress clients.

It’s imperative that employees have the proper attitudes as well as the capacity to take action.

Course Overview:

Customer service is a concept, an attitude. The objective for every customer contact should be to create “customer delight.” Understanding and meeting customer needs, being customer focused, and giving quality customer service is a critical success factor in achieving the strategic goals of any organization. This workshop creates awareness of the core competencies and individual actions that are important in the customer’s eyes.

We believe that “customer delight” is achieved by a series of individual actions: how well you listen, the way you anticipate a customer’s needs, how you handle phone or face-to-face contact, and the image you project when you are doing business with them. Through skillful development and implementation, these elements all add up to excellent customer service.

Key Skills to Develop

Understanding why customers leave and your impact.

The Importance of Developing a Positive Customer Service Attitude (Almost all problems can be overcome with the right attitude.) Show the customer you can relate and build deeper engagement.

Using the Questioning Process to Determine Customer Needs and Expectations (How to use open and closed questions to get the real answer!)

The Art of Listening (How to Build Trust and Respect) Let the customer talk and don’t interrupt! Make the customer feel important!

Developing a Solution for Meeting and Exceeding Customer Expectations

Concluding the interaction (Take the time to say thank you and send a hand written note.)

Handling Difficult Customers (Leverage the clients’ behavioral style to improve and build a stronger relationship)

Developing Your Customer Service Action Plan (How are you going to improve your customer service starting tomorrow?)

This can be a half or full-day classroom program (based on class size and objectives) or webinar.

Leave a Reply

Your email address will not be published. Required fields are marked *

Quick Links

Contact Us

Zeigler Learning LLC
15825 Northstone Dr.
Huntersville, NC 28078

Toll Free: 1-800-835-6839

Email: KZeigler@KZTraining.com