Customer Relations

Have you ever wondered why some organizations excel at providing superior customer service while other struggle? Discover the attributes, behaviors and skill that are crucial to providing exceptional customer service, whether front line or over the phone in business-to-business (B2B) and in business-to-consumer (B2C) environments.

Key Themes:

• Do you know how to deal with “emotional vomit?”
• What does the customer’s self-esteem have to do with anything?
• Why interpersonal and intra organization communication is essential to taking care of the customer the first time around (commonly known as first time fix)
• There really is a difference between customer satisfaction and customer loyalty
• What do customer really want?
• When customers “turn up the heat” there is a very simple and highly effective method to “lower the temperature”