Outrageous Customer Service
Overview | Benefits | Workshop Agenda | Program Details

It's impossible to not communicate, because everything you do--or don't do sends a message about your company and YOU. Nowhere is this more evident than when you are interacting with a customer or resolving a customer issue. Customers make instant judgements about companies based on 'how they are handled" by the Agents. A poorly managed customer interaction sends the message that you don't care about their business. The customer's response? "Then I don't care to do business with you."

PROGRAM OVERVIEW

This is an exciting workshop that focuses on:

• HOW to project the RIGHT SERVICE ATTITUDE,
• HOW to listen to the customer's REAL message,
• HOW to read the customer's body language,
• HOW to adjust language choice to fit the situation,
• HOW to adjust to the customer's communication style,
• HOW to manage difficult customers using a win/win model,
• HOW to leave the customer with the feeling "I REALLY LIKE THAT COMPANY."

In this workshop, Agents learn to concentrate on the customer's message instead of their own policy. They learn how to position themselves as advisors to the customer, so they don't get viewed as a "policy pushers". By building a caring partnership with the customer, the customer will ONLY do business with you.

Agents learn how to listen and clarify. They learn how manage the most difficult of customers. This is achieved through the use of the world's most powerful coaching tool -- instant video replay--the Agents get to see themselves as others do. This enables them to shed old habits and build new ones. They succeed in developing not just ideas, but new skills and behaviors. Behaviors that please customers and win more business.