While winning customers may be hard, keeping them is even harder. So what do customers really want?

They want quick responses, instant information, and solutions to their problems. They want exceptional customer service. No organization can afford to lose customers because of poor service, but many do. Customers remember how they've been treated and spread the news. Studies show that they are likely never to buy from you again, even if you have exactly what hey are looking for.

In today 's high tech and demanding consumer market, customer service is mission critical. When customers are pleased, they're likely to spend more on your product or service and will call again. When customer service representatives understand their role in this, they will keep customers coming back.

Program Description
This workshop trains your sales and service personnel to present a professional image and to communicate effectively in everyday customer service transactions, as well as in difficult situations. The skills taught address the major concerns identified by over fifty organizations within the service industry and over 10 years of product field research. At the heart of this program is a step-by-step process for conducting a customer service transaction.

Module 1: Your Role as a Professional
Identifies characteristics associated with a professional image and examines actions which will improve each person's professional image.

Module 2: The Essential Communication Skills
Reviews the essential communication skills required for customer service: listening/observing, questioning, verifying, explaining, and assessing behaviors.

Module 3: The Customer Service Transaction
Introduces a step-by-step procedure for conducting a customer service transaction.
Phase One: Establish a professional relationship
Phase Two: Identify how to help the customer
Phase Three: Provide the required assistance
Phase Four: Complete the transaction and follow up


Module 4: Dealing with Difficult Customer Situations
Examines how communication skills and customer service transaction procedures are incorporated and applied when dealing with difficult customer situations.

The Administration Kit for this program includes:

Administrator's Guide
Video of real-life customer service situations
Overheads
PowerPoint slides on diskette
Customer Service Transaction wall chart
SkillPoint cards