Customer Service Awareness Training

The recent economic slowdown has forced more companies to place a greater emphasis on maintaining their existing customer base while struggling to expand market share. While customer satisfaction has always been a key component of success, companies must now ensure that all employees are fully aware of the importance of providing unparalleled customer service. Customer Service Awareness is designed to reinforce positive customer service habits while minimizing negative behaviors that may erode customer confidence.

Our Customer Service Awareness program is ideal for busy organizations where time is critical and every moment spent away from customers can affect the bottom line. Centered on the key concepts of customer service, this lecture-style seminar provides an accelerated crash course on the most important topics related to building customer satisfaction. Proven skills and techniques for customer-facing employees are highlighted as are discussions on customer needs and the motivating factors that determine customer behavior. Question and answer sessions and exercises enable participants to delve into specific customer situations and learn skills that they can implement within minutes of returning to work.

Seminar Objectives:

Participants in the Customer Service skills seminar will learn to:

Understand customer behavior and motivating factors
Determine customer needs
Build trust and strengthen relationships
Listen to customer complaints and objections
Acknowledge customer concerns
Deal with the most difficult customer service issues
Handle unreasonable customers
Be proactive rather than reactive
Show empathy
Defuse critical situations with unhappy customers
Work with peers and management to increase customer satisfaction
Provide exceptional customer service to protect and expand market share

To maximize your customer service teams effectiveness we suggest our custom, private customer service seminars offered in house at the location of your choice.