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Customer Relations: An Individual Approach

Dealing With The Difficult Customer

Telephone Skills: The Key to Customer Service

You and Your Inside Customer

Building A Service Management Organization: The Manager's Role

Customer Excellence: Beyond Salesmanship

Customer Relations: an Individual Approach

Customer relations is designed to build and maintain the critical skills necessary to be a dynamic and successful service professional. The front line individuals who work with customers everyday, and managers will gain insight on customer behavior and attitudes and will develop strategies to create positive internal customer relationships in every encounter. This program will help you train yourself, your staff, and your organization not only to head off problems, but to rise to a level of service excellence.

Participants will be able to:

Understanding Responsibility to Your Customer

• Identification of responsibilities to customers
• Understanding customer expectations
• Factors that determine customer dissatisfaction

The Importance of Communication

• Understanding verbal and non verbal messages
• Use of positive body language and voice tone
• Active listening skills
• How To respond positively with challenging customers
• Develop Action Plan
  
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Research shows the cost of developing a new customer is five times greater than keeping an existing one.

-Rediscovering the Customer
Jerry G. Bowles

Telephone Skills: the Key to Customer Service

Frequently, the first impression of your company is made by telephone. One way your customers evaluate your product or service is by the way in which their telephone calls are handled Whoever answers your telephone IS your company and will create either a favorable or unfavorable impression.

This program is designed to give customer contact personnel a warm, professional telephone style that projects quality and customer concern-a style that attracts new customers and retains current ones.

At the conclusion of this presentation participants will be able to:

• Project a professional image
• Exercise the C.A.R.E. system
• Practice good listening skills
• Learn effective steps to handling incoming calls
• How to achieve rapport
• Know what questions to ask
• Deal with difficult people
  
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It's not what you say, but how you say it...

and voice tone counts for 38% of the message sent.

This increases to 90% when using the telephone.

-The Telephone Doctor

Building a Service Management Organization: the Manager's Role

Embarking on a service management organization too often turns out to be a larger task than anticipated. It is not simply deciding to be nice to the customers. It involves an actual cultural change within the organization.

In this program, you and your management colleagues will look at customer service from a fresh perspective - your own. You'll learn how to develop and coordinate customer -friendly systems throughout your entire organization.

When your systems work effectively, your people can work effectively. The result? Your customers get the best possible service with a minimum of effort and confusion on your part. Your department runs smoothly and efficiently.

Participants will be able to :

• Understand the Service Triangle Model.
• Identify the 4 crucial factors in delivering service.
• Establish valid criteria for measuring service.
• Determine the best methods for getting accurate data from customers.
• Examine your " cycle of service".
  
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You can do all the customer service training in four minutes - the hard part is fixing the organization to support good service.

-Contract! Training Managers to Meet the Public
Ron Zemke

Dealing with the Difficult Customer

"Dealing With The Difficult Customer " is a practical course developed to identify and assemble elements of effective communication. Through various self exploration assessment tools participants will be able to develop strategies to be more effective with costumes.

This course is being offered as a result of the tremendous interest verbalized by individuals concerning the ever increasing communication demands of the workplace and a lack of skills necessary to effectively communicate. Upon completion, participants will learn how difficult people think, what they fear, and what causes them to act as they do.

Participants will be able to:

• identify the forces that compel people to be difficult
• examine and practice essential communication skills that turn conflict into cooperation, emotion into reason, and hidden agendas into honest dialogue
• develop strategies for dealing with the 10 most difficult customer behaviors
• identify and alter their own difficult behavior
  
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Angry customers can be your most loyal customers.

-The Manager's Intelligence Report Aug. 98

You and Your Inside Customer

Internal customer relations is designed to build and maintain the critical skills necessary to be a dynamic and successful service professional. The front line individuals who work with customers everyday, and managers will gain insight into their behavior and attitudes and will develop strategies to create positive internal customer relationships in every encounter. This program will help you train yourself, your staff, and your organization not only to head off problems, but to rise to a level of service excellence.

Participants will be able to:

• identify personal behavioral tendencies.
• assess opportunity areas for skill development
• determine factors that create internal customer dissatisfaction
• develop surveys for assessing employer satisfaction
• practice techniques to improve active listening skills
• develop a plan for action.
  
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A question to consider when you're evaluating an employee or being evaluated:

How does this company benefit from what you do?

-communication briefings,
ideas that work

Customer Excellence:
Beyond Salesmanship

In years past, sales training emphasized giving their customer what they wanted. In today's market place, many firms have reorganized, restructured and reengineered focusing on demand-side strategies.

Most businesses are working to strengthen their customer relationships, build a customer database, and measure customer satisfaction.

In this interactive program, participants will:

• learn the four major factors that determine the value of customer relationships
• identify the right customer portfolio for your business
• detect the best value proposition to capture more of your customers' total experience
• determine your firms position within the industry
• develop strategies to sell from the customer's perspective
  
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Having the lowest price is a great customer service tool.

Most sales should be coming from your sales staff.

Having different stategies each month is a good motivator.

?

-Magnet Marketing,
John R. Graham