Developing Long-range Relationships with your Clients

Course Objectives

• Appreciate how customer service efforts impact company profits;
• Prioritize and focus on the top expectations of customers;
• Identify one’s own personality style and the personality styles of customers;
• Apply personality knowledge to communicate more effectively with customers;
• Make better choices to improve attitudes;
• Develop a personalized strategy for improving listening skills;
• Cause each customer to remain loyal and to spread the word

Course Outline

We're No Worse Than the Competition
o The Financial Impact of Customer Service
o Seven Deadly Sins of Customer Service

Customer Service is an Attitude not a Department
o Decide What You Want
o Developing the Vision
o Discover What the Customer Wants
o Customer Listening Traps
o Finding the Customer Focus
o Customer Expectations
o Customer Loyalty
o Personality Styles

Deliver the Vision
o Systems and Processes
o Moments of Truth
o Building Customer Rapport and Good Will
o How to Communicate with Customers
o Handling Problems and Complaints
o Dealing with Difficult Customers

How to be a Customer Service Superstar
o How to wind up every transaction on a positive note
o Relationship Management
o The Ten Commandments of Great Customer Service
o How to Create Customer “Delight”

Telephone Techniques
o Standing Out From the Competition
o If You Pick Up The Phone You Own The Call

Conditioning Change For Results
o The Tenth Multiple