LearnKey Training

Customer Service Series
Customer Service Series


Customer Service Series

3 Sessions –
4-6 Hours of Interactive Training
Quickly improve customer service skills inside your organization -- and see a significant impact at consumer level. Learn how to deal effectively with angry customers, clients, or colleagues while collaborating to create a win-win outcome. This series pinpoints the skills that will make every employee aware of the importance of excellent customer service.

Benefits
  • Upset customers will develop trust in your business when their problems are solved.
  • Employees learn skills necessary to create a positive customer experience.
  • Grow your business by focusing on your customers needs.

    • About The Authors
    Rebecca L. Morgan, CSP, is a people-productivity expert. In addition to authoring three popular books, Rebecca has produced six audio cassette programs. She's been featured in Home Office Computing, Sales and Marketing Management, USA Today, National Public Radio, and The Oprah Winfrey Show. Rebecca has earned the designation of Certified Speaking Professional (CSP) which is conferred by the National Speakers Association. In 1993, when Rebecca received her CSP, only 214 people in the world-less than 7% of the 3200 NSA members-had earned this ten-year-old designation.
    Author, film personality, psychologist and seminar speaker, Dru Scott is an internationally known authority on customer satisfaction. Dru has been featured in six films and has authored six books with combined sales of over one million copies. Her client list includes such organizations as DuPont, AT&T, American Express, the American Dental Association and the University of California, among many others.
    William B. Martin. LearnKey maintains relationships with an impressive list of content partners, subject matter experts, and distinguished authors, trainers, consultants and educators to create the highest quality self-paced training experience.
    Calming Upset Customers

    Section A: Calming Upset Customers
    · Introduction
    · Course Overview

    Section B: Why Customers Get Upset
    · People and Systems
    · Why Customers Leave
    · Avoidable Upsets
    · Key Fact

    Section C: Responding to Upset Customers
    · First Impressions
    · Right Words
    · Key Fact

    Section D: Calming Your Customers
    · Listening
    · Calming Techniques
    · The Telephone
    · Reaching Agreement
    · Key Fact
    · Customer Satisfaction

    		Customer Satisfaction

    Section A: Customer Satisfaction
    · Introduction
    · Defining Satisfaction
    · Key Fact

    Section B: Customer Feedback
    · Why Feedback?
    · Service vs. Satisfaction
    · The Fringe Benefits
    · Key Fact

    Section C: Behaviors
    · Overcoming Barriers
    · Difficult People
    · Lack of Cooperation
    · Burnout
    · Key Fact

    Section D: Reinforcing Behaviors
    · Tactics and Strategies
    · Avoiding Blame
    · Feedback
    · Right Words
    · Reasons First
    · Key Fact
    · Conclusion

    		Quality Customer Service

    Section A: Quality Customer Service
    · Introduction
    · Course Outline

    Section B: Attitude
    · Personal vs. Procedural
    · Body Language
    · Showing You Care
    · Key Fact

    Section C: Identifying Customer Needs
    · Basic Needs
    · Key Fact

    Section D: Satisfying Customer Needs
    · Mastering the Basics
    · Internal Customers
    · Key Fact

    Section E: Getting Customers to Return
    · Customer Satisfaction
    · When Things Go Wrong
    · The Extra Mile
    · Conclusion