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	Customer Service $195.00 Customer Service is at an all-time low. We just want to talk to a person, not a machine for an endless maze of menus! Once they’re on the phone or we meet the customer face-to-face, we must perform! Customer Service is at an all-time low. We just want to talk to a person, not a machine for an endless maze of menus! Once they’re on the phone or we meet the customer face-to-face, we must perform! Here’s how. The best way to describe this program is that we will “Fix What is Wrong.” With your Customer Relationships.

COMPLETE DESCRIPTION

Customer Service

Uplifting Customer Awareness

• How important is the Customer?
• Who is the Customer?
• American’s Pet Peeves
• Service Provider Wish List
• Audit of Organizational Readiness
• Audit of the Service Provider
• Establishing Rapport with the Customer
• Gaining the Customer’s Trust
• The Cost of NOT Listening

Defining First Class Service

• The Service Provider Choice
• The Definition of First-Class Service
• Why First-Class Service is so important

“Fix What is Wrong”

• When Customer Service becomes Sales Prevention
• Customers look to us for …
• Advantages of a Localized Service Focus
• Problem Prevention
• Positive Impressions

Quality of Service . . . a Competitive Advantage

• Communicating Value
• Benefits of the Quality of Service Effort

Guidelines for Customer Communications

• Telephone Skills
• Answering Questions
• The Cost of Complaints
• Designing a Satisfaction Survey .. “How are we doing?”
• Handling Complaints to the Customer’s Satisfaction

First Class or No Class Service . . . the Choice is Yours

Workshop                  $175

"Our success is measured by your improved performance."

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