This one-day course is ideal for anyone who works with customers whether it is in sales, service, or any other customer-facing roles. There is something for everyone, whether you are new to customer service or you are experienced and you are looking for ways to perform even better. You will learn easy-to-use tips, techniques and methods to improve not only your customer service but also your customer experience as well. Learning how to build relationships, deliver value and communicate with customers in meaningful ways will help to make your job easier. We all have difficult customers, and we can help you with the best ways to work with them. You will also see how easy it is to turn service opportunities into sales opportunities all while creating great customer experiences.
Learning Objectives
Customer Service Fundamentals
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Understanding customer service
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Is the customer always right (CIAR)?
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Building customer relationships
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Creating customer retention
Customer Experience & Communication
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Understanding your value proposition
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Delivering the customer experience
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Customer communication best practices
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The power of the pause
Managing Difficult Customers
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Defining customer challenges
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Methods for managing difficult customers
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How to handle bully customers
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When is it time to call the boss?
From Service to Sales
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Cross-selling & upselling
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Getting customers to increase their financial commitment
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Asking for referrals
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Bringing positivity to the workplace
