 Exceptional customer service is your competitive edge for success. As more companies are competing by cutting prices, and as customers are becoming more discerning, it is no longer enough to depend on good service, you must have ‘gold seal’ service to stay ahead of the competition. As a customer service professional, you will have to apply consistent service excellence. Those that understand what it truly takes to meet and exceed their customers’ expectations professionalize the field, whereas all others fall behind.
In this program, you will learn the underlying factors that ensure ‘gold seal’ customer service. The relationships and the experiences that you create for your customers are often the reason why they choose to return. When things are going well, it is simple to meet your customers’ expectations; however, it is when the situation becomes challenging that a true professional is able to rise to the occasion. Learn how to thoughtfully gain, retain and grow your customer base and their loyalty! The foundation of your business is built on ‘gold seal’ service, shouldn’t you invest in this very important asset?
Program Content
- What is the difference between customer service and 'gold seal' customer service?
- Learn how the internal culture affects how you provide service
- Managing the customer connection and creating good first impressions
- How to turn a new customer into a loyal and returning customer
- Identifying when to use different types of customer communication
- Defining the key components of 'gold seal' service
- Understanding and anticipating your customer's needs
- Tips to use to differentiate you from your competition
- T/F: You should treat your customers differently, even if that means providing inconsistent service.
- T/F: When dealing with a complaint, you should always seek a manager's assistance.
- What are the key components in making a good first impression?
- T/F: In some situations, 'yes' is the only option in order to appease a customer.
- What are some signs that you can use to determine the type of service your customer wants.
- T/F: Rules and policies are important to keep consistency; therefore, we should not break any rules on behalf of our customer.
- T/F: Price is the number one reason why a customer will tolerate poor service.
- What are some physical/emotional signs that indicate that you are taking a complaint too personally?
- T/F: 'Gold seal' customer service professionals can always prevent a conflict.
- How do you provide good service without being perceived as overbearing or insincere?
General Information
Why should you attend?
- Small interactive hands-on programs
- Role-playing and simulation of real workplace situations
- Group activities, open discussions and case studies
- Experienced program presenters who are leaders in their field
- Practical content and information that you can use in your everyday work environment
- You will not be pressured to purchase books or videos as all program materials are provided at no additional cost
- Program satisfaction guaranteed!
Who Should Attend?
- Managers and supervisors
- Human resources and Labour relations specialists
- Directors and board members
- Administrators
- Members of the negotiations team
- Future managers, supervisors and those in leadership positions
General Program Information
- Program materials will be provided
- Certificates will be presented upon completion of the program
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