Calming Upset Customers

Course Length: ½ or 1 day

This course will demonstrate communication techniques that build customer loyalty and how to defuse customer anger with attentive listening and empathy, focus on the customer’s needs without blaming, and respond to personal accusations without becoming defensive. Customers are your most important assets, but sometimes they get upset. It’s critical to learn what steps to take to address the situation quickly and tactfully, and what can be done to keep the customer coming back. You will learn how listening, nonverbal communication, feedback, and management all help to deal with an unhappy customer, and turn the situation into a positive one.

Part 1: The Importance of Calming Upset Customers
Part 2: Why Customers Get Upset
Part 3: Preventing Behaviors That Irritate Others
Part 4: Practicing Behaviors That Calm Customers
Part 5: Tips for Managers


Contact Center Training

Course Length: ½, 1, or 2 days

Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.

With our Contact Center Training workshop your participants will gain the knowledge to provide a great customer experience. They will develop skills on how to deal with difficult costumers, build rapport, and great listening skills. All of these skills combined will provide an increase in overall customer satisfaction throughout your organization.

Module One: Getting Started
Module Two: It Starts at the Top
Module Three: Peer Training
Module Four: How to Build Rapport
Module Five: Learn to Listen
Module Six: Manners Matter – Etiquette & Customer Service (I)
Module Seven: Manners Matter – Etiquette & Customer Service (II)
Module Eight: Handling Difficult Customers
Module Nine: Getting the Necessary Information
Module Ten: Performance Evaluations
Module Eleven: Training Doesn’t Stop
Module Twelve: Wrapping Up

Customer Satisfaction

Course Length: ½ or 1 day

After completing this course, you’ll have the skills to build and maintain long-term customer relationships, handle difficult people, and overcome barriers to customer satisfaction. By learning to define targets for superior customer service, you will create repeat business with every customer contact you make. Providing superior service means solving problems, dealing with frustrations and stress, giving and receiving feedback, avoiding placing blame on others, and communicating effectively. This course will teach you all the critical skills to achieve outstanding customer satisfaction. 

Personal Customer Satisfaction Action Plan

Part 1: Clearing the Barriers
Chapter 1: How Customer Relationship Skills Can Build Your Success
Chapter 2: Dealing with Difficult People
Chapter 3: Burnout Threat to Customer Satisfaction
Chapter 4: The Secret to Getting More Cooperation

Part 2: Building the Foundation
Chapter 5: The Problem with Customer Service
Chapter 6: The Customer Is Not Always Right, But¿

Part 3: Using the Tools
Chapter 7: Getting What You Want
Chapter 8: Building Motivation with Customer Feedback
Chapter 9
: How to Keep It Going


Customer Service

Course Length: ½, 1, or 2 days

Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.

This workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. 

Module One: Getting Started
Module Two: Who We Are and What We Do
Module Three: Establishing Your Attitude
Module Four: Identifying and Addressing Customer Needs
Module Five: Generating Return Business
Module Six: In-Person Customer Service
Module Seven: Giving Customer Service over the Phone
Module Eight: Providing Electronic Customer Service
Module Nine: Recovering Difficult Customers
Module Ten: Understanding When to Escalate
Module Eleven: Ten Things You Can Do to WOW Customers Every Time
Module Twelve: Wrapping Up

Customer Service in the Information Age

Course Length: ½ or 1 day

Customer service has changed dramatically over the past few decades. New technology has given customer service personnel more options for reaching customers, even as it has given consumers easier access to data and information. CUSTOMER SERVICE IN THE INFORMATION AGE explains how businesses can still provide great customer service with a personal touch–whether it is through e-mail, the telephone, or a company Web site. The tips presented in this course will give organizations concrete suggestions for how to use the technological options available today to elevate their customer service to the next level and build relationships that will result in loyal and satisfied customers.

Part 1: Customer Service Basics with a New-Century Twist
Part 2: Customer Service on the Web
Part 3: Providing E-Mail Customer Service
Part 4: Customer Relationship Management (CRM) and Service
Part 5: Effective Automated Telephone Service


Customer Support

Course Length: ½, 1, or 2 days

Customer support used to mean a face-to-face conversation with a customer, or a phone call. Today, technology has changed how we approach customer support. It now encompasses the internet, websites, webchats, and even smart phone apps. The customer experience begins long before the purchase is made.

With our Customer Support workshop, your participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.

Module One: Getting Started
Module Two: What Is Customer Service?
Module Three: Challenges
Module Four: Email
Module Five: SMS
Module Six: Webchat
Module Seven: Multi-Channel Apps
Module Eight: Support Ticket Apps
Module Nine: Documentation
Module Ten: Feedback
Module Eleven: Be Proactive
Module Twelve: Wrapping Up


Handling a Difficult Customer

Course Length: ½, 1, or 2 days

Wouldn’t the world be a great place if every customer was pleasure to deal with? We all know that is a fantasy land. So what is the best way to handle a difficult customer? Through our workshop your participants will learn stress management skills, how to build rapport, and recognizing certain body language.

By utilizing our Handling a Difficult Customer workshop your participants will see an increase in customer service, productivity, and a decrease in unhappy customers. Your participants will be provided a strong skill set including in-person and over the phone techniques, addressing complaints, and generating return business

Module One: Getting Started
Module Two: The Right Attitude Starts with You
Module Three: Internal Stress Management
Module Four: External Stress Management
Module Five: Transactional Analysis
Module Six: Why are Some Customers Difficult?
Module Seven: Dealing with the Customer Over the Phone
Module Eight: Dealing with the Customer In Person
Module Nine: Sensitivity in Dealing with Customers
Module Ten: Scenarios of Dealing with a Difficult Customer
Module Eleven: Following up With a Customer Once You Have Addressed Their Complaint
Module Twelve: Wrapping Up


Quality Customer Service

Course Length: ½ or 1 day

The techniques and tools covered in this course will help you understand the basic needs of customers, outline four reasons why quality service is important, teach you how to handle complaints and difficult customers, and help you anticipate your customer’s needs. Everyone in an organization has something to do with customers daily. Customer service is the foundation on which success and profitability can be built. This course guides you through the establishment of quality customer service procedures to build your company’s business. The principles covered can be applied for internal and external customers alike.

Part 1: Winning with the Customer
Part 2: Four Steps to Quality Customer Service
Part 3: Notes and Comments


Telephone Courtesy & Customer Service

Course Length: ½ or 1 day

Give employees effective telephone skills and you will see what a powerful business tool the phone can be. Everything from voice inflection to follow-up calls is covered in this course. Understand customers’ needs; Ask effective questions; Master proper telephone techniques.

Part 1: Quality Customer Service
Part 2: Proper Telephone Skills
Part 3: Understanding Customer Needs
Part 4: Managing the Customer’s Perception