Meet & exceed your customers’ expectations
Your organization’s success depends on excellent customer service: Do you know how to deal effectively with difficult or angry customers? Can you confidently turn a negative situation into a positive one? Do you stay calm and motivated to succeed under pressure? Do you always create a good first impression? Do you build excellent rapport effortlessly with your customers? Do you regularly exceed your customer’s expectations?
This one day seminar will help you to manage yourself effectively in order to become a model of professional behavior. The program will help you to develop a system for staying calm, motivated and enthusiastic throughout the working day regardless of the pressures and problems you have to deal with. You will practice techniques for dealing effectively with difficult customers and for creatively exceeding your customer’s expectations.
Program content
- Your customers: identify internal and external customers; understand their needs and expectations
- A model for professional behavior: how to manage your thoughts, handle negative emotions in a positive way and maintain positive emotions of calm and enthusiasm regardless of problems and difficulties
- Language: how to use positive words that calm and reassure; identify words with a negative association and use better alternatives; choose persuasive words that encourage cooperation
- Voice and body language: how to improve vocal quality using varied pitch, tone and pace; how to use your voice to increase your credibility and authority in telephone situations; how to use voice and body language to create good first impressions
- Active listening and responding: how to identify barriers to good listening; practice good listening habits; listen actively to difficult customers and plan how to turn them into happy, repeat customers
- Creative customer service: how to deal creatively with the challenging and unexpected; how to respond effectively to customer feedback; how to seize opportunities for excelling and exceeding the customer’s expectations
Learning objectives
- Achieve and maintain a model of professionalism
- Build rapport with internal and external customers
- Communicate effectively
- Listen actively
- Use calming, persuasive language
- Use positive language for delivering a negative message
- Use voice and body language for improving your credibility
- Apply techniques for dealing with angry or difficult customers
- Creatively turn a complaint or problem into a positive opportunity to excel
- Search out ways of exceeding your customer’s expectations
Who should attend
- Customer service professionals
- Frontline staff
- Supervisors of customer service professionals
- Anyone who deals directly with internal or external clients
for more information or to book a course, contact us.