Customer Service Basics Quality Customer Service

Quality Customer Service

Location:

Date of Class:

Instructor:

Last Day To Enroll:

395.00 395.00
$395.00
PRICE PER USER
$
X
USERS


=
SUBTOTAL
$
  • Course Delivery: Virtual Classroom
  • Language: English

Chat Live | Contact Us | Toll Free: (888) 360-8764

 

Description

Whether your customer is across the country or across the hall, understanding and meeting their needs is the first and last step to success. External customers drive sales and growth. Internal customers are the key to efficiency and profitability. We can all contribute to the success of our organization by winning over customers with superior products and delivering outstanding customer service.
 

Course Objectives

After completing this course you will be able to:

  • Define quality customer services and discover why its important, and discover how it can be adopted as a company-wide perspective.
  • Have a positive attitude that customers notice and examine how your attitude is reflected in your appearance, language, tone and telephone skills.
  • Identify your customer's needs by understanding basic human needs, learn how to read your customers, and discuss the benefits of a CRM system.
  • Provide for your customers' needs by performing your job well, communicating clear messages, practicing effective selling skills and planning for unexpected situations.
  • Ensure that customers return by soliciting feedback, satisfying complaints, preparing for common complaints, dealing with difficult customers effectively and exceeding their expectations.
 

Topics Covered

Part 1: Winning with the Customer
  • Do You Have What It Takes to Win with the Customer?
  • Comparing Customer Service to a Refrigerator
  • What Is Quality Customer Service?
  • Four Reasons Why Quality Service is Important
  • Adopting a Customer Service Perspective
  • Why Winning at Customer Service is Important to You
  • Summary

Part 2: Showing a Positive Attitude
  • Why a Positive Attitude Is Important
  • Communicate Your Best Image
  • Monitoring the Sound of Your Voice
  • Using the Telephone Effectively
  • Staying Energized
  • Summary and Follow-Up

Part 3: Identifying Customer Needs
  • Identifying Customer Needs
  • Understanding Basic Needs
  • Recognizing Customer Timing Requirements
  • Stay One Step Ahead of Your Customers
  • Remaining Attentive
  • Using a CRM System
  • Summary

Part 4: Providing for the Needs of Your Customers
  • Providing for Your Customers' Needs
  • Meeting Basic Customer Service Needs
  • Performing Important Backup Duties
  • Sending Clear Messages
  • Saying the Right Thing
  • Selling Your Organization's Uniqueness
  • Meeting the Computer Challenge
  • Preparing for the Unexpected
  • Summary

Part 5: Making Sure Your Customers Return
  • Making Sure Your Customers Return
  • Soliciting Customer Feedback
  • Handling Complaints Effectively
  • Getting Difficult Customers on Your Side
  • Taking That One Extra Service Step
  • Reviewing the Actions that Cause a Customer to Return
  • Striving for Quality Customer Service
 

Prerequisites

There are no prerequisites for this course.

 

Subject Matter Expert

Productivity Point Global is led by a team of individuals with world-class experience in professional development skills and leading edge technologies. These established professionals collaborate to drive PPG's business forward through entrepreneurial innovation, strategic partnerships, brand management and sales growth.

Productivity Point Global, previously ExecuTrain of Florida, began in 2003 and evolved out of a desire to increase our outreach both nationally and internationally. Utilizing the highest standard in customer service combined with our subject matter experts and high-end training venues, PPG has carved a niche by consistently expanding our corporate and government client base, originally hosted in the southeastern region of the US.

By consistently setting quality as the benchmark of our value system, PPG combines strategic partnerships and cutting edge technology with our determined efforts to branch out into other regions. PPG's combination of technology and professional skills training, IT outsourcing, and event hosting enables us to place a focused emphasis on the diversified business needs of our clients.
For more info please visit: http://www.productivitypoint.com/

Got questions? Contact us below or call 877-881-2235

Why Choose 360training.com?

  • Fast and easy courses completion
  • Get an education faster than at traditional colleges!
  • 100% online - No classroom attendance required.
  • Unlimited 24x7 online customer support
  • Over 500,000+ certified nationwide.