The
training workshop concentrates on how to maximize your effectiveness
by defining expectations, establishing ground rules and gives
you a new confidence. Following topics are covered in this
one day workshop:
1. What is Customer Service ?
- factors that make service good vs. those that ruin
a customer service interaction.
2. Customer Service is an Attitude not a Department
- Internal and External Customers
- Internal Service is just as Important as External Service
3. Customer Expectations
- Focusing and Prioritizing the Top Expectations of Customers
- Creating a Service Mission Statement to stay Focused
4. Attitude
- Attitude is a Choice that is Controllable
- A Formula for Success
5. Having Influence in the Organization
- Understanding the Two Levels of Customer Service
- Documenting Customer Concerns
6. Personality Styles
- Understanding Styles
- Typing Ourselves and Others
- Applying to Customer Relations and Team Building
7. Listening Skills
- Three Styles of Listening
- Removing Obstacles to Listening
- Practicing Proactive Listening Habits
- Handling Customers With Listening Problems
8. Telephone Techniques
- Standing Out From the Competition
- Doing the Basics Better: Greetings, Holds, Transfers,
Returning Calls, Voicemail
9. Vocabulary
- Keeping Customers Calm with Words
- Persuasive Language Patterns to Gain Cooperation
10. Angry/Difficult Customers
- 5-Steps from Angry to Repeat Customer
- 3-Steps for Maintaining Our Composure
Duration:
One Day Workshop, 10am- 5pm with 1 hour lunch break, at your premises or at our
training centre
Cost: $799.00+GST
Please click here to
register online or for more information contact
us
Payment can be made as follows:
- Pay online through the secure online paypal link provided.
- Individuals wishing to pay thru Visa/Mastercard/Amex
can call us at 416-926-0616
- For organizations, an Invoice can be mailed and a cheque
payable to “ Key2Careers” can be mailed to 920 Yonge Str, Suite 802, Toronto,
Ont. M4W3C7
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