Signature Service: The Key To Customer Satisfaction™
Organizations in every industry are facing increased competition as new, diverse rivals enter the marketplace. When your customers have more choices, they perceive fewer differences among similar providers. Switching suppliers is viewed as easy, and customers demand a higher level of service from each new supplier. To remain competitive, organizations must address the key business issue of achieving customer loyalty through customer satisfaction.
Signature Service is a practical, results-oriented program that will transform how your customer service representatives engage and create value-added services for your customers. It will foster a customer-centric mentality in your organization's culture by integrating the necessary skills, knowledge, tools, and processes.
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Who Should Attend |
Highlights |
- Customer Service Professionals
- Front Line Service Providers
- Call Center Managers
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- Learn how to classify customers in four distinct conditions (Comfortable, Indecisive, Insistent, and Irate) and specific approaches for responding to each condition, effectively solving problems, and increasing satisfaction and loyalty
- Focus on listening, questioning, and empathy skills, allowing participants to answer the customer's true requests
- Develop the skills necessary to diffuse insistent and irate customers by practicing exercises for dealing with potentially negative and emotionally charged situations
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For more in-depth information on this program, please contact us at 800.647.6164 (USA/Canada) or 610.647.6161 (Internationally). |
