Strategies for Exceptional Customer Service On-Site Training

Module 1 — Understanding the Customer

As a result of this training module, participants will be better able to:

1. Identify customers and what they value.
2. Describe the most difficult customer ever encountered and provide a theory as to why the customer behaved as s/he did.
3. Explain why the customer is the job, rather than an interruption of it.
4. Describe the four basic customer needs, knowing that customers ask for what they want, but what they need is a whole lot more.
5. Identify the five personal skills that influence other people's behavior positively.

Module 2 — Listening & Problem-Solving Skills

As a result of this training module, participants will be better able to:

1. Demonstrate successful attending skills for listening, including:

Ø       Present to the moment

Ø       Authentic interest

Ø       Patience

Ø       Commitment to work

2. Self-identify tendencies that block attending, namely:

Ø       Ruling out the speaker

Ø       Reaching a premature conclusion

Ø       Reading into expectations

Ø       Reading out threats

Ø       Rehearsing a response

Ø       Reacting to trigger words

3. Identify one’s own behavior style and the styles of the customers.

Ø       Understand behavioral tendencies

Ø       Apply behavior knowledge to communicate more effectively with

More Seminar Information

TrainersDirect Delivery Method  On-Site Training