|
Course Overview
This training
program is designed to teach the techniques and approaches for
improving customer satisfaction. In this course, participants will
learn to build long-term customer relationships for repeat business,
learn techniques for dealing with difficult people, and learn how to
overcome barriers to customer satisfaction.
International
Curriculum
Thomson Series: Cengage
Learning delivers highly-customized learning solutions for colleges,
universities, instructors, students, libraries, government agencies,
corporations and professionals around the world.
Course Outline
INTRODUCTIONWelcome and Introductions
Learning Objectives and Agenda
Personal Customer Satisfaction Action Plan
MODULE 1: CLEARING THE BARRIERS
How Customer Relationship Skills Can Build Your Success
Dealing with Difficult People: Job Frustrations and Difficult
People
The Secret of Success
Keep the Spotlight on the Issue
Burnout - Threat to Customer Satisfaction
Five Techniques for Preventing Burnout
The Secret to Getting More Cooperation
Roadblocks to Avoid
Working as Partners - Treating Your Boss as a Customer
" But I Don't Have Customers "
MODULE 2: BUILDING THE FOUNDATION
The Problem with Customer Service: Satisfaction Is Defined by the
Customer
Customer Satisfaction Is Easier When You Have Targets
The Pleasant Payoff
The Customer Is Not Always Right, But - The Customer Is Always
The Customer
Blaming - A Barrier to Problem Solving
Seven Practical Steps to Customer Problem Solving
Step 1: Express Respect
Case Study: George
Step 2: Listen to Understand
Step 3: Uncover the Expectations
Step 4: Repeat the Specifics
Step 5: Outline the Solution or Alternatives
Step 6: Take Action and Follow Through
Step 7: Double-Check for Satisfaction
Exercise: Using the Practical Steps to Customer Problem Solving
MODULE 3: USING THE TOOLS
Getting What You Want
Six Cooperation Techniques: Technique 1: Use a Warm and
Cooperative Tone of Voice
Technique 2: To Build Confidence, Use " I Will "
Technique 3: To Reduce Frustration, Use " Will You ? "
Technique 3: To Reduce Stress, Use " Will You ? "
Technique 4: To Say No Courteously, Use " You Can "
Technique 5: To Save Time, Give the Reason First
Technique 6: To Reduce Tension, Call Anyway
Building Motivation with Customer Feedback: What Has Happened to
You?
Protect Yourself with Ongoing Feedback
Talk About Customer Feedback
How to Keep It Going
CONCLUSION
Personal Customer Satisfaction Action Plan
Learning Objectives Review |
