Customer Satisfaction

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

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Course Outline

Welcome 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