1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

Achieving Excellence in Customer Service

 
Course: 910   Type: RealityPlus   Duration: 3 Days
 
 

You Will Learn How To

  • Provide exceptional customer service that achieves results and gets noticed
  • Adopt the skills and techniques that routinely deliver positive customer experiences
  • Maximize the customer value of your face-to-face, phone or Web-based interactions
  • Deal effectively with difficult customers and turn complaints into opportunities
  • Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction
  • Demonstrate a positive, confident and professional approach with internal and external customers

Course Benefits

Providing outstanding customer service often makes the difference between gaining and keeping a customer or losing one. This course offers the tools and techniques to ensure you build and maintain mutually beneficial relationships with your customers. As a result, they become loyal advocates for you and your organization.

Who Should Attend

Anyone from any organization who needs to build effective relationships with external or internal customers in person, by phone or via the Web. This includes help desk, technical support, call center, front-line or support staff. Managers and team leaders wishing to coach and develop staff performance towards a customer-focused culture also benefit.

Course Workshop

A media-rich environment immerses you in real-life customer service situations. Experiential activities, including role-playing, and simulated video and audio scenarios, allow you to practice the skills presented throughout the course. Activities include:
  • Profiling your customer service skills
  • Defining customer service excellence
  • Connecting with the emotional aspects of the customer experience
  • Assessing customer expectations
  • Modeling effective responses to typical customer service scenarios
  • Jargon-busting and slang-slaying
  • Practicing verbal and vocal skills
  • Handling customer complaints and difficult situations
  • Responding assertively to unreasonable requests
  • Demonstrating empathy and building rapport
  • Putting the customer first in a simulated situation
  • Delivering a Personal Statement of Commitment

Related Courses

 
RealityPlus is a trademark of Learning Tree International. 		 

Upcoming Dates

Jan 21 - 23, 2009
 Washington, DC (Alexandria, VA)
Jan 28 - 30, 2009
 Toronto
Feb 4 - 6, 2009
 Chicago (Schaumburg)
Feb 11 - 13, 2009
 Washington, DC (Reston, VA)
Mar 4 - 6, 2009
 Los Angeles
Mar 11 - 13, 2009
 Ottawa
Mar 18 - 20, 2009
 New York
Apr 15 - 17, 2009
 Washington, DC (Rockville, MD)
Apr 29 - May 1, 2009
 Toronto
Apr 29 - May 1, 2009
 Washington, DC (Alexandria, VA)
May 13 - 15, 2009
 Chicago (Schaumburg)
May 20 - 22, 2009
 Washington, DC (Reston, VA)
Jun 10 - 12, 2009
 Ottawa
Jun 24 - 26, 2009
 New York
Jun 29 - Jul 1, 2009
 Los Angeles

For complete schedule, please visit www.learningtree.com
 
http://www.learntree.com/courses/910pf.htm
 
 
1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

Achieving Excellence in Customer Service

 
Course: 910   Type: RealityPlus   Duration: 3 Days
 
 
Course 910 Content
 

Customer Service Excellence: Why It Matters

The importance of How

  • Focusing on the how as well as the what
  • Developing a relationship of mutual trust
  • Influencing customer perceptions
  • Calculating the lifetime value of your customer
  • Exceeding customer expectations

Creating the Customer Experience

Emotional aspects of the customer experience

  • Making the initial connection with the customer
  • Presenting a positive first impression

Identifying the differentiators of excellence

  • Taking responsibility for demonstrating customer care
  • Navigating the customer through the process
  • Instilling confidence with a personal approach

Fostering long-term relationships

  • Adopting a positive mental attitude (PMA)
  • Small actions that ensure attention to detail

Communicating Effectively With the Customer

What you say and how you say it

  • Verbal and vocal techniques that work
  • Avoiding the quirks and distractors
  • Banishing jargon to create clarity
  • Matching words with nonverbal communication

Adopting a problem-solving approach

  • Turning active listening into problem solving
  • Employing questioning techniques that focus on outcomes
  • Encouraging a spirit of inquiry rather than adversary
  • Moving to a team approach with the customer

Achieving results for the remote customer

  • Customer reassurance in a clicks and mortar situation
  • Five key rules for successful outbound calls
  • Choosing and using appropriate media
  • Applying best practices in call center etiquette
  • Top tips for e-customer care

Dealing Constructively With Tough Situations

Calming upset customers with active listening

  • Demonstrating emotional intelligence
  • Displaying empathy and showing neutral support
  • Establishing rapport and defusing anger
  • What you can say to avoid upsetting customers

Techniques for dealing with difficult people

  • Remaining objective in challenging situations
  • Personalizing and depersonalizing messages
  • Asserting your position through polite repetition
  • Handling the obstinate customer

Transforming complaints into opportunities

  • Generating useful feedback and learning
  • Turning a negative situation into a loyal customer
  • Tapping into the potential advocate within your customer

Contributing to a Customer Service Culture

Demonstrating leadership in customer service teams

  • Mapping the internal customer network
  • Strengthening weak links in the chain
  • Influencing a customer-centric corporate culture

Measuring customer satisfaction

  • Setting and monitoring performance standards
  • Tracking progress with internal indicators
  • Enabling customers to express satisfaction
  • Committing to a customer service charter

Monitoring the team's development

  • Seeing customer service as an attitude, not an accident
  • Coaching your team for success

Making Excellence a Habit

The characteristics and practices of excellence

  • "Sharpening the saw" to hone your customer service skills
  • Projecting a professional image with internal and external customers
  • Ten rules that epitomize success
  • Measuring personal growth and achievements

Executing your personal action plan

  • Constructing personal development goals
  • Committing to immediate action
 
http://www.learntree.com/courses/910pf.htm
 
 
1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

Achieving Excellence in Customer Service Tuition

 
Course: 910   Type: RealityPlus   Duration: 3 Days
 
 

Course Tuition
$ 2,390 Standard Tuition
Tuition with a Savings Plan
$ 1,350 10-Day Pass
$ 1,670 Training Passport
$ 1,700 Premium-Pass
$ 2,200 Voucher 10-Pack
$ 2,155 Alumni Gold Discount
$ 2,124 Government Discount
 

 

Your Course Tuition Entitles You To...

  • Class participation
  • Team workshops
  • Use of in-class hands-on equipment
  • Comprehensive course materials
  • Morning and afternoon refreshments
  • Course Completion Certificate awarding Continuing Education Units
  • FREE participation in Professional Certification
  • FREE participation in College Credit programs (including related exams)
  
 

Tuition Savings Plans

Training Passport
  • 3 courses in 12 months
  • As little as $1,670 per course
  • Savings as much as 40%
  • Only $5,000
Premium Pass
  • 4 courses in 24 months
  • As little as $1,700 per course
  • Save as much as 45%
10-Day Pass
  • A NEW way to save on training
  • 10 days of training for one person
  • Save as much as $990 per course
  • Only $4,500
Training Vouchers
  • Save as much as $990 per course
  • Fully transferable
  • As low as $2,200 per course
Alumni Gold Discount Attend your first course and you'll receive a personalized Alumni Gold Discount card, entitling you to save as much as $305 on each course you take within the following 12 months. Take just one course each year and you'll be entitled to ongoing discounts...year after year!

Your Guarantee of Satisfaction

Unless you feel 100% satisfied that Learning Tree delivered even more than you expected, there is no fee for your course attendance. Our Guarantee of Quality lets you experience the value of the course--and then pay only if you feel the course was well worth the tuition.

Enrolling is Easy and Flexible!

Enroll by phone or online. If your plans change, just let us know and, without a fee, you can transfer to another course or cancel your enrollment. Pay after you've taken the course, and then only if you are 100% satisfied.
 
http://www.learntree.com/courses/910pf.htm