Your service reps will discover valauble techniques for defusing tense situations, turning complaining customers into company advocates and ensuring that first-time buyers become repeat customers.

Not only will your team come away from this seminar with a new outlook on the way they do business with customers, the skills and insights they'll gain will help them develop a sense of pride, confidence and enthusiasm that's the hallmark of professional customer service.

So, don't miss this opportunity to get the proven skills that will have your customer service reps head and shoulders above your competition.

• Confidently work "one-on-one" with all types of customers
• Deliver service that earns the praise of both customers and higher-ups
• Maintain a sense of calm and focus in stressful service situations
• Gain the skills that make work less confrontational and more rewarding

Front-line service personnel and business professionals with daily customer contact who want to learn the fundamentals of providing superior service.

Master Knock-Your-Socks-Off Service Basics

• How good are your customer service skills? Take this confidential self-audit and see how you stack up against the pros
• How to treat customers like friends and still maintain a professional working relationship
• 3 statements the pros use to make sure first-time buyers come back for more
• How to avoid committing the 10 cardinal sins that drive customers straight to the nearest competitor
• Why do some reps never seem to burn out? Learn their secrets here
• How veteran service reps keep customers for life
• IMPORTANT: The 1 maxim every service rep must follow to the letter — otherwise, your service means nothing to customers

Make Every Customer Feel Like Number One

• Expert listening techniques that let customers know they have your undivided attention
• How to read the subtle signs that tell you a customer isn’t 100-percent satisfied
• 4 winning phrases that let customers know their satisfaction is your top priority
• The best way to deliver bad news without upsetting the customer
• When someone slips up — here are the step-by-step actions you must take to regain a customer’s trust and dedication
• 5 deadly phrases many reps use that destroy customer goodwill — and what to say instead
• How to make customers feel like they’re receiving top-quality service, even when you can’t deliver everything they want
• 9 pivotal actions you can take to project a more professional image to customers

Handle Difficult Customers With Confidence

• A simple phrase that defuses hotheads in seconds so you can get down to resolving their problems
• The best way to make customers understand that their requests are unreasonable and to get them to compromise
• Proven strategies for dealing diplomatically with the 5 types of tyrannical customers who drive all reps crazy
• How to help customers realize when they’re wrong — and a solution that lets them save face
• 2 valuable methods for weathering customer fury like a knock-your-socks-off service pro
• How to recognize and effectively handle customers who can’t ever be satisfied — without losing their business
• 9 stress-busters that’ll alleviate tension and allow you to stay calm and collected under pressure
• How to convince cynical customers that you can and will do something to solve their problems

Go Above and Beyond Customer Expectations

• 5 keys to delivering service that’s so good, it’ll knock your customers’ socks off
• How to show customers that you sincerely value their business, without being sappy or melodramatic
• A great technique for anticipating customers’ needs — even before they do
• How to avoid breaking promises and deliver service that goes the extra mile every time
• 3 steps for following up a purchase to ensure that customers are absolutely, positively satisfied
• How to take the first, and most important, step toward delivering exceptional customer service
• Why complaining customers are one of your most valuable resources ... and how to reward them