Customer Relations^® Workshops

(Also available for Field Service Professionals)

Available in One Day format or Customized Staff Development Solution.

Customer Relations is a hands-on skill development program intended for front line service professionals and their management, whether technical or non-technical. This instructor-led, participant centered workshop is a combination of lecture, video and hands-on exercises.

It's one of the most powerful processes available for fostering positive, long-term behavior change for front line service professionals!

Customer Relations^® Workshop Objectives:

• Understand the importance of providing excellent service and its impact on future sales, profitability and success
• Understand the many dimensions of service:
  • How to improve your customer service orientation
  • How to exude professionalism as a service professional
  • The impact of appearance for face-to-face service interactions
  • Taking initiative
  • Adaptability
  • Communication inside the organization and with customers
• Define and understand the difference between “customer satisfaction vs. customer loyalty”
  • Understand the difference between customer loyalty and customer satisfaction
  • Is it good enough to merely satisfy customer needs?
  • What is the #1 reason customers defect?
• Identify and discuss the two types of customer needs
• Key steps to maintaining customer loyalty
• Guidelines and process to ensure consistent systematic service during each service call (on site and phone-based)
• How to diffuse dissatisfied customers
• Develop an action plan and applying it to your organization
  
  

This program can be customized for in-house delivery.