Customizable to emphasize relationships with internal or external customers or both, participants will walk away from this highly rated seminar knowing at least 4 things that research on customer service reveals about what our customers and clients want. Tips will be offered on how to get an A on your client’s “service report card” by offering not just core service but The Royal Treatment.
Participants will learn the importance of the “moments of truth” in which this single encounter defines our whole organization in the client’s mind. We’ll practice how to use the human business model for increased customer satisfaction and how to end the interaction with a Positive Close.
We’ll rehearse defusing skills that will help participants to lead the difficult person off a “rant” and on to business. These defusing skills help associates to deal with their own emotions and stay “unhooked” by the customer’s toxic energy, while assisting the upset client. Skills learned will include Reflective Listening, Empathy (I Felt/I Feel), Reframing, Service Recovery in handling mistakes, making an effective Apology, Escalated Concern, and Selective Agreement.
Video segments on the power of complaints (if time permits, usually in the 6 hour program) with brainstorming to improve an organization and its services can be facilitated. In all programs, including the shorter than 6 hour version, a step by step method for offering customers the “royal treatment” will generate discussion and model professional skills.