Strengthen Customer Relationships

 

Providing Superior Customer Service

Providing outstanding customer service is not just a system, policy, or procedure. It is a state of mind.  The consultative approach to customer service is based on the philosophy “the customer’s perception is always right, yet their knowledge may be incomplete.”  This approach emphasizes partnering with your customers to gain a clear definition of their real needs and providing them with the information they require to make the right decisions.

Learning Objectives

Upon completion of this session, you will be able to:

  • Understand the many roles you have with customers and expand upon your role as a partner to your customers
  • Determine your customers’ real needs and how to respond to them
  • Choose and apply appropriate conflict-resolution strategies to build win-win situations with difficult customers

Skill-Based Program Content

  • Exploring your role
  • Defining your customers
  • Customer Service Interaction Process
  • Quality service attitude
  • Understanding and responding to your customers
  • Responding to difficult customers (creating "win-win" customer interactions)
  • Handling customer objections

Half-Day Program

On-Site: Half-day program is conducted by an RCA facilitator at client-designated site.
Call for pricing and availability.

Materials: Participant Workbook and one Practical Guidebook

 
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