Course ID: DGCS

Strategies for Delivering Exceptional Customer Service More Often

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?


LEARNING OBJECTIVES
  • 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

MAJOR TOPICS
  • 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

DESIGNED FOR
Professionals and their staff

FIELD OF STUDY
Personal Development

PREREQUISITES
None

COURSE PRODUCER
Business Learning Institute

CPE CREDITS
8.0

LEVEL
Update

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