 EXECUTIVE
SUMMARY
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A two day program which is designed to be done in four ½ day
sessions to facilitate immediate application of skills
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Applies training concepts to the work environment
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Designed for managers, supervisors and employees in customer
service departments and/or situations
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Interpersonal skills are discussed and practiced through
role-playing and practical exercises
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Participants will have a basic understanding about how
to assess customer behavioral patterns and how to adjust
their customer service to meet the needs of their customers
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At course completion, participants will be able to handle
customer service activities in an effective and profitable
way
"Your Customer Service program provided
new ideas on how to handle customers and solve problems."
Eddie Vega, International
Project Mgr., Laboratory Tops, Inc.
COURSE OVERVIEW
This 2 day program is designed to provide employees, supervisors
and managers in customer service departments and/or situations,
an extensive guide to manage and maintain effective customer
service. Telephone etiquette and person-to-person skills are
discussed and practiced through role-playing and practical exercises.
At course completion, participants will be able to handle customer
service activities in an effective and profitable way.
COURSE
BENEFITS
Our "Professional Service Works" customer service
Program helps people in your organization:
- Learn to adapt their behavior to customers' needs
- Be able to almost instantly recognize and adapt to customer
personalities
- Increase their professionalism and improve critical first
impressions
- Increase productivity
- Become more prepared to successfully nurture one-to-one relationships
with clients while improving technical and teamwork skills
- Reduce stress
COMMENTS FROM COURSE PARTICIPANTS
You were able to really enhance the customer service program
of our organization.
Jack Riley, Temple Institute of
Technology
"Using the Personal Profile® really opened my eyes!"
Jeanie
Thompson, LabTops Incorporated
PROGRAM OBJECTIVES
At the end of this program, "Putting The Customer Back
Into Customer Service Program: Professional Service Works!",
participants will:
- Identify their Primary Behavioral Style And Its Impact On
Customer Service
- Be able to determine their customer's Primary Behavioral
Style and adapt their own styles for positive results
- Enhance their Personal Professional Service
- Be able to Develop effective Customer Service Plans
- Apply the E.A.S.E method of Handling Special Problems
- Be able to Defuse and Satisfy Upset Customers
- Understand and apply Anger Diffusion techniques and Conflict
Management
COURSE LENGTH AND LOCATION
This program is designed to be done in four ½ day sessions.
After morning sessions are completed, employees take what they
learned back to their jobs in the afternoon for immediate utilization.
The next day's discussions are further enhanced by applying concepts
to the work environment. We can do the course at your location
or at an off site conference facility. |
PROGRAM TOPICS
Section 1 - Assessing Your Style
- Utilizing & Interpreting
The Personal Profile System®
- DISC Behavioral Styles
- Identification Of Your Primary Behavioral Style
- Assessing Your Behavioral Style And Its Impact On Customer
Service
Section 2 - How Your Behavioral Style Affects Customer
Interaction
- Understanding You and Your Customer
- "Reading", Responding & Adapting To Your
Customer's Behavioral Style
- Using Style Assessor Sheets
- Managing Customer Interactions Effectively
- What You Perceive, is What You Receive
- Development of Effective Customer Service Plans
Section 3 - Delivering Excellent Service
- Enhancing Our Personal Professional Service
- Dissatisfied vs Satisfied Feelings
- Identification Of Professional & Unprofessional Responses
To Customers
- Characteristics of Quality Customer Service
- Maximizing Customer Satisfaction & Positive Feelings
- Saying "No" To A Customer
- "Flexing" Your Customer Service
- Removing Blocks to Effective Customer Service
Section 4 - E.A.S.E: Handling Special Problems
- The Characteristics Of Quality Customer Service
- The Conscious/Competence Process
- The E.A.S.E Approach For Resolving Special Customer Needs
- Exploring The Need
- Listening & Non-Verbal Communication Skills
- Assessing Possible Alternatives
- Selecting An Alternative
- Execution Of The Decision
Section 5 - Defusion: Satisfying Upset Customers
- Viewing Complaints As "Opportunities"
- The "Power" Of The Complaint
- Anger Defined
- Using E.A.S.E With Complaining Customers
- Anger Defusion and Conflict Management
"Is there any other industry in this country
which seeks to presume so completely to give the customer what
he does not want?"
Rupert Murdoch: U.S. publisher & founder
of News Corp; A global empire
"Service to others is the rent you pay
for your room here on earth."
Sir Wilfred T. Grenfell
"There is nothing to make you like
other human beings so much as doing things for them."
Zora Neale Hurston: U.S.
dramatist & author
"Quality in a product or service is
not what the supplier puts in. It is what the customer gets out
and is willing to pay for. A product is not quality because it
is hard to make and costs a lot of money, as manufacturers typically
believe. This is incompetence. Customers pay only for what is
of use to them and gives them value. Nothing else constitutes
quality."
Peter Drucker: Sales expert
and economist
"Your food stamps will be stopped effective
March, 1992, because we received notice that you passed away.
May God bless you. You may reapply if there is a change in your
circumstances."
Greenville County (S.C.)
Department of Social Services The World Almanac and
Book of Facts, 1993
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