View 2013 Schedule for this Program

Customer Service

• Definitions and Concepts of Service
• Understanding How Customer Service Creates Revenue and Healthy Organizations
• Customer Service Strategies to Create an Amazing Customer and Employee Experience

Internal Customer Service

• Identifying Internal and External Customers
• Appreciating that Internal Service is Just as Important as External Service
• Establishing Winning Relationships
• The Service Profit Chain

Managing Customer Expectations By Personality Style

• Understanding your Own Personality Style and the Style of Others
• Avoiding Taking Things Personally
• Expanding your Communication Skills to Get Along Well with More Customers
• Analyzing the Factors of the RATER Model and Service Quality Indicators
• Levels of Service Offered to your Customers
• Strategies and Actions to Delight your Customers
• Roleplays and Exercises on Dealing with Different Personality Styles

Effective Communication Skills for Handling Customers

• Identifying your Customer's and your Own Listening Style
• Creating Rapport with Customers More Easily to Have More Influence
• Effective Vocabulary, Telephone Skills and Emails
• Monitoring Customers Reactions and Positive Buzz on the Web

Professional Behavior with the Customer

• Understanding How Emotions Are Created
• Developing Mental Strategies for Remaining Optimistic and Calm Under Pressure
• Using Body Language to Control your Emotional State
• Changing your Emotional State in Three Minutes to Avoid Negative Emotional Carryover
• Role plays and Exercises on Handling Difficult Customers

Dealing with Difficult Customers

• Recognizing and Responding Effectively to Specific Customer Behaviors
• Understanding Anger Management
• Turning an Angry Customer into a Happy Customer Using a Recovery System
• Remaining Calm during Interactions with Angry Customers by Applying Emotional Management Tools
• The Secret and Power of the Law of Attraction in Bringing Positive or Negative Events to our Lives