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"Professional Customer Service: It Works Wonders"©
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DESCRIPTION:
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This skill-building program will help your employees develop and achieve "extreme" customer
satisfaction and goodwill and learn how to effectively handle customer problems and complaints. Help employees
develop first-class competencies in meeting the service needs of external and internal customers. Learn how to
identify and understand your own behaviors under both normal and stressful conditions. Then, and only then, can
we begin to understand how to adapt and flex to the needs of the customer, without giving into their every
whim and demand. Unprofessional mannerisms happen in small ways--you can increase your professionalism through
better attitudes and teamwork, even when facing difficult situations. To be effective in serving customers, we
must learn how to negotiate conflicts--even with the most irate customers. Properly handled complaints cn lead
to improved, stronger relationships between you and your customers.
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WORKSHOP OBJECTIVES: The participant will learn how to....
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- Identify and understand your DiSC behavior using the Personal Profile System
- Understand and adapt to the customer's behavior
- Keep calm and professional in spite of stress and conflict
- Understand that complaints help retain customers
- Increase professional practices through better attitudes and teamwork
- Develop partnerships with customers
- Manage special customer service situations and problems
- Effectively resolve difficult, tense situations with angry customers
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WHO SHOULD ATTEND:
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 All employees who are in a position of providing customer interface or service, whether internally or externally.
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PREREQUISITES:
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None.
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LENGTH:
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2 Days
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SUPPLIED MATERIALS:
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Professional Service Works!® Program Participant's Manual, Customer Service Action Planner, plus Personal Profile System®
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