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.

Make Every Customer Feel Like They're 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
• Steps you must take to regain a disappointed customer's trust and dedication
• 5 deadly phrases many reps use that destroy customer goodwill — and what to say instead
• 9 pivotal actions you can take to project a more professional image

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 work with customers when 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 come up with a solution that lets them save face
• 2 valuable methods for weathering customer fury
• How to recognize and effectively handle customers who can't ever be satisfied — without losing their business
• 9 stress-busters that will alleviate tension and allow you to stay calm and collected when you're under pressure
• How to convince doubting Thomases that you can and will do something about their problems

Go Above and Beyond Customer Expectations

• 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