Course Objectives.

• Define quality customer service.
• Win with the customer
• Apply four steps to quality customer service
• Proactive towards service delivery problems
• Increase daily effectiveness with customers
• Create meaningful dialogue with his boss
• Respond easily to change
• Play a leadership role in creating change

Course Outline

• What is Quality Customer Service?
• Winning with the Customer

• The games customers play
• Why customers don't come back
• How to handle complaints and irate customers
• Turning complaints or problems into more business opportunities
  • Four Steps to Quality Customer Service
• Transmit a Positive Attitude
• Identify Customer Needs
• Provide for the Needs of Your Customers
• Make Sure Your Customers Return
  • Customer Communication
• Developing Talking and Listening Skills
• Non-verbal Communication
• The Persuasive Formula
• How and When to be Assertive
  • Customer loyalty: the Five Key steps to Gain Customers Loyalty
  • Customer complaints: Six Steps to Deal with these Complaints
  • Leadership and Change Management

Who Can Benefit?

• Those who want to improve their customer service productivity, effectiveness and relationships.