Group Discount
When 3 enroll from your organization, a 4th attends FREE!

Words of Praise
for National Seminars Group and Padgett-Thompson Seminars ...

"An outstanding program for people just getting started in a customer service position as well as those professionals who regularly have to [work with] the public."
Fred Berkebile
Road Rescue Inc.

"I enjoyed this seminar and feel it will help me in the areas of assertiveness, self-confidence and self-esteem."
Diane Jackson
N & S Vending Services Inc

"Everything was presented in a clear manner and easily understood."
Josh England
Utility Trailer Sales
Cole County Commission

"The best, most interesting & down-to-earth conference I've ever been attended."
Kathy Kelley
Secretary
AR-PERSCOM

"Excellent seminar. Great quotes and thoughts to use both professionally and personally."
Linda Hudson
Facility Coordinator
The Western Group

The Basics of Knock-Your-Socks-Off Customer Service

Learn the fundamentals of providing superior service that knocks your customers' socks off.

Program Description:

The front-line service staff you've always dreamed of managing is well within your reach. When your employees attend this seminar they'll learn proven techniques for handling customers with tact and style. They'll build the mental and emotional strength it takes to weather customer criticism without losing their focus on delivering quality service. Plus, they'll gain the expert listening and problem-solving skills necessary to go above and beyond customer expectations.

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.



What You'll Learn:

  • 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



Who Should Attend?

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



Workshop Agenda:

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




 

100% Guarantee:
At National Seminars Group, our #1 goal is to give you the tools you need to succeed. That's why every seminar, conference and training resource we offer is 100% guaranteed. Every time.

Continuing Education:
Continuing education credits may be recognized by your professional board. Contact your own board to find what's required.

If you have any specific questions concerning our CEU/CPE programs, please e-mail our CEU/CPE representative.

Cancellation Policy:
If you cannot attend a workshop for which you are registered, you may send a substitute or receive a credit memo toward a future workshop. If you cancel your registration up to five business days before the workshop, your registration fee will be refunded less a $10 enrollment charge.


 
      
  Suggested Price: $54.95 (USD)
  YourPrice: $49.95 (USD)
  Save: $5.00
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National Seminars Group is a division of Rockhurst University Continuing Education Center, Inc.
P.O. Box 419107 Kansas City, MO 64141-6107 Phone 1.800.258.7246 Fax 1.913.432.0824


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or call Customer Service at 1.800.258.7246