• Customer Service

    Customer Service/Client Retention Curriculum
    High
    Performance
    Customer
    Service
    In today’s fast-paced world, it is easy to lose sight of how important it is to keep our existing clients. When you consider the cost of gaining new clients, it is easy to recognize why client retention is the key to business success.
    This course will define High Performance Customer Service and identify the basic expectations from your customers’ point of view.  This course will also give you tools and examples of how to exceed the basic expectations and will provide a formula for unexpected extras, how to recognize the primary reasons why customers defect and ultimately how to avoid those pitfalls.
    Precise
    Communication    		 Most of the world’s problems could be solved with better communication. But we aren’t solving world problems! We can only worry about what we can control. We can control how we communicate and how we accept communication.
    In this course you will listen for hidden messages in communication and adapt your conversations to those around you. Success in the business world is greatly and directly related to your communication skills. Learn the games that people play- how to recognize them and how to avoid them. Gain the superior advantage and control the outcomes.
    Organization
    &  Initiative
    Get organized and get energized! This course will help you determine what it is that motivates you! There are many distractions, and you are constantly expected to do more with less. Identify your own path to success. Learn and identify the levels of initiative and how to get noticed. Fear is what keeps most people from raising their head above the crowd.
    This course will help you understand the POWER you have and how to get on track with management. We’ll give you diplomatic strategies to let your co-workers and management understand your limits of time and energy.  We’ll give you examples of how and when to take on additional responsibility.
    Problem
    Solving    		 Calls to customer service are typically made because a client has an issue or problem that needs to be resolved.  A customer service provider is not always able to give the customer exactly what the client is looking for. Yet, the provider does need to offer a solution that satisfies the client and restores his/her faith and confidence about continuing to do business with the organization.

    After this course, you will know how to disarm an upset client, the best ways to recover from service blunders, and the high performance customer service approach to saying No.  You’ll recognize the primary obstacles to providing exceptional service and how to overcome them.
    Personality
    Profile
    The more you understand people, the more effective you are going to be with yourself, customers, co-workers and supervisors. Many employees involved in retention activities tend to discount customers, calling them unreasonable or difficult, when they are simply dealing with a behavioral style different than their own.
    Customers tend to trust and be influenced by someone who is behaviorally similar to themselves. They find themselves looking in a mirror and finding comfort in the reflection. If those involved in interaction with customers will adapt their style to match up with the core style of the customer, then customer satisfaction, repeat sales and recommendations to others will increase.
    Procedures
    		 Not knowing what to do when can create a domino effect of complex problems. This course will give you guidelines to build procedures that provide Outstanding Customer Service. What are your options when you can’t say yes?
    Define the Major Do’s and Don’ts and techniques to keep you in control. A system is just that… a system. By using a systematic approach, pre-determined outcomes can be achieved.
    Influencing
    Add-on
    Business
    In the heat of battle, we need to be aware of how to predict typical customer behavior and be able to take gentle control of the situation at hand.

    Customers most often make contact due to a problem or concern. Rarely do they call to say “Hi, can I buy some more of your stuff?”  They most likely will call to complain about the billing, the shipping, the product, the service, or to gain more information.
    Customer Service is often on the front lines and while service – extraordinary service - is expected, the company often expects the service agent to suggest other products and services for the customer to buy.
    In this course we’ll explain how to shift gears and turn that service call into an opportunity for the customer to buy!  We’ll explore typical customer behavior, how to take gentle control and offer opportunities to buy without feeling like the sleazy car salesman. This course is designed to heighten awareness for Business Development - when and how to create and then execute upon opportunities to help your customers.