In order for an organization to build, maintain and expand their business, executives and managers must understand the importance of meeting a host of customer needs to differentiate themselves from their competition. Lowered start-up costs for new competitors; external price and expense pressures, technological advances and foreign entrants have forced any company who wishes to succeed to reevaluate customer service efforts. These efforts must be redirected and guided in a manner that takes into account demanding customer requirements while seeking to increase shareholder value and improve the bottom line. It is imperative that this redirection is approached in a rational manner built on solid customer service concepts that enables individuals to manage high-performing customer service organizations in today’s challenging environment. Business Customer Service Management Skills Training provides participants with these concepts and to understand how to make changes in their organization to drive customer satisfaction.

A fast-paced yet highly interactive program, Business Customer Service Management Skills Training is a daylong seminar designed to utilize the central concepts of customer service to manage an effective customer service effort. These concepts are discussed via lectures, peer-driven discussions, question and answer sessions and participant exercises that enable managers to put newly learned concepts into practice. Eight audio taped and digitally recorded role-plays allow participants to observe their personal ability to handle customer service issues and understand how modifications in an organization’s activities will allow them to build customer satisfaction. Lessons on customer needs and the drivers that affect individual behavior enable participants to modify existing processes accordingly. Management-focused tips and techniques enable participants to mentor their team on the steps required to reinforce customer satisfaction during all customer interactions. By the end of the Business Customer Service Management Skills Training, participants will have learned and practiced key customer service skills and will have the ability to promote a service-oriented philosophy within their organization.

Seminar Objectives:

Participants in the Customer Service skills seminar will learn to:

• Understand the main tenets of customer service
• Ensure that all interactions are handled in a customer service-oriented manner
• Reinforce existing customer relationships
• Recognize the factors that affect customer behavior
• Teach employees how to build rapport with customers
• Acknowledge customer concerns
• Handle the most demanding customers
• Manage unreasonable expectations
• Effectively handle complaints and customer satisfaction issues
• Be proactive rather than reactive
• Gain cooperation from unhappy customers
• Mentor peers and direct reports on the ability to deliver customer service
• Build a customer service-driven culture within their organization
• Provide exceptional customer service and protect long-term relationships
• Differentiate their organization from competitors by providing superior service

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

Contact us for a free consultation on how we can best service your customer service training needs.