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skills to improve customer satisfaction 

Professional Customer Service . . .

A  one or two day seminar that is customized to the needs of your company.  Call Professional Learning Systems at 513-772-6555 or email us to discuss your needs. 

  • Understand and apply customer service skills that have proved successful f
  • Gain the confidence and knowledge to respond flexibly to each customer's unique needs.

This course addresses the full range of customer service issues, from easy customer requests to the most demanding situations.  Take part in interactive exercises — games, energizers and simulations — that will test your skills and keep you focused.

Lesson topics include: What Customers Want, How to Get Top Marks on the Customer Report Card, A Step-By-Step Approach for Dealing with Customer Complaints, What to Do When You Can’t Say Yes,  Words to Use/Words to Avoid, Attacks!

Professional Customer Service is an exciting new program that addresses the full range of customer service issues, from easy customer requests to the most demanding situations. 

Participants learn and apply the foundation customer relations skills that other successful service representatives have used to manage each customer's individual experience.

Professional Customer Service

  • uses an engaging format that includes video, audio,  mini-lectures, energizers and reinforcement activities
  • engages students with realistic videos portraying experiences employees often encounter with customers
  • helps ensure learning on the job with assignments to master the skills and strategies before starting a new module
  • uses a "team learning" approach to work with other classmates while going through the program

Some of the topics covered . . .

  1. The Importance of Professional Customer Service
  2. Taking Service from ordinary to the extraordinary
  3. Developing Relationship Skills
  4. Using the Relationship Skills: A practice exercise
  5. How to treat Customers
  6. Building Rapport
  7. What makes a Successful Customer Dialogue 
  8. Four Types of Customers
  9. Taking Care of Business
  10. Mistakes Happen: a basis for earning loyalty or losing the customer
  11. Defusing Emotional Customers 
  12. How to Deal with Attacks
  13. What to Say When You Can't Say Yes
  14. Review and Practice

For more information, call Professional Learning Systems at 513-772-5115 or email us. 

 

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