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ADDRESS: 901 Dulaney Valley Road, Suite 800
Towson, MD 21204
PHONE: 888-481-3500
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Strategies for Delivering Exceptional Customer Service More OftenCOURSE ID: DGCS
DESCRIPTION

Is providing excellent customer service an important part of your operational strategy? When it comes to handling internal and/or external customers, could your team benefit from a tuneup? Do you consult with your clients on how to integrate their entire business operations around exceeding their customer’s expectations?

DESIGNED FOR: Professionals and their staffFIELD OF STUDY: Personal DevelopmentLEVEL: UpdatePREREQUISITES: NoneCOURSE PRODUCER: Business Learning InstituteCREDITS: 8.0OBJECTIVES:
  • Help employees deliver great customer service more often, resulting in better service to customers, operational excellence, and greater financial success to the organization
  • Help clients be successful by providing better business processes to focus on meeting client needs
HIGHLIGHTS:

* How to pinpoint/resolve operational bottlenecks in the existing customer service system * How to assess organizational needs * The secret behind giving great customer service when you’re not in the “mood” * How to spot when you unknowingly deliver lousy customer service * Learn key business metrics to signal poor customer service * The relationship between delivering great customer service and operational excellence * Key phrases that instantly turn customers off and how to avoid them * A two-step process for managing long-winded customers * Two quick ways to immediately see the situation from a customer’s perspective * Two specific strategies they can use to manage their attitude even when it’s gone south * Three specific ways to build powerful customer rapport * Why attitude is everything – and how to hide a bad attitude from a customer and still deliver great service * How to avoid a listening trap that tends to cause frustrating customer service problems * Specific language to use that conveys customer importance * The essential key to effectively dealing with angry customers * The secret behind saying “no” and still give great service

INSTRUCTOR
Download the 2016 Business Learning Institute Course Catalog DOWNLOAD PDF
Business Learning Institute - Course Catalog
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