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For more information on these topics, click on each topic for objectives and curriculum information. If you need further information, please email us at: billswetmon@aol.com

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• Achieving the Competitive Edge with Excellent Customer Service
• Building High Performance Teams Through Effective Communication
• Business Etiquette for the Professional
• Coaching, Mentoring, and Empowerment Skills
• Conflict Management: Keeping Your Cool When Others Don't
• Creative Problem Solving
• Delivering Winning Presentations with Confidence and Power
• Grammar Made Easy
• How to Become an Effective Communicator
• How to be an Assertive Manager/Supervisor
• How to be an Effective Supervisor and Get Results
• How to Deal with Change in the Workplace
• How to Sharpen Your Business Writing Skills
• Improving Workplace Attitudes
• Keys to Career Success-Knowing What is Expected of You in Any Job
• Managing Your Time to Achieve Your Objectives
• Mastering the Fine Art of Successful Selling
• Strengthening Workplace Relationships
• Using Positive Thinking and Self-Esteem to Improve Performance

Achieving the Competitive Edge with Excellent Customer Service

Benefits received from this training:

At the conclusion of this training, you will be able to . . .

• Make your customers feel important and appreciated.
• Transform complaints into valuable customer feedback.
• Turn the frustration of customer contact into self-satisfaction.
• Ensure that customers are treated courteously and fairly by everyone.
• Use convincing expressions and actions that earn customer trust.
• Communicate more empathetically with each customer.
• Build customer goodwill.
• Practice professional telephone techniques.
• Make a winning first impression with the customer.

Additional benefits and objectives can be identified and designed to fit the needs of each client.

Training Curriculum:

1. Customer Service: Why is it Important?
   1. A definition.
   2. Why should I care?
2. The Moment of Truth.
   1. The importance of first impression.
   2. Things that constitute first impression.
   3. Three decisions customers make based on first impression.
3. Effective Communications Techniques.
   1. When a complaint is registered and resolved, 70% will continue to do business with the company. That figure goes up to 95% if the problem is solved quickly!
   2. Important listening techniques and overcoming listening blocks.
4. Beginning a Customer-Obsessed Movement within your organization.
   1. The value of one customer.
   2. Hiring customer-loving people.
   3. Some important telephone tips when talking with the customer.
5. The Importance of Assertive Behavior.
   1. Passive/Aggressive/Assertive behaviors.
   2. Taking assertive steps:
      1. Shelve feelings.
      2. Suspend all judgments.
      3. Gather facts.
      4. Listen for emotions.
      5. Take ownership.
6. The Dissatisfied Customer.
7. Technical Assistance Research Programs Institute Statistics:
   1. 95% of unhappy customers never complain to the company.
      1. Reasons why.
   2. A challenge and an opportunity.
   3. What the dissatisfied customer wants:
      1. To be heard and taken seriously.
      2. Someone to understand the problem.
      3. Compensation and/or restitution.
      4. The problem handled quickly.
      5. Very little or no inconvenience.
      6. Respect.
      7. Someone to be punished for the problem, if it is serious.
      8. Assurance the problem will not happen again.
8. The key to good customer service is: Attitude.
   1. Here are 10 great suggestions:
      1. Adopt pro-active attitude.
      2. Accept 100% responsibility.
      3. Admit mistakes.
      4. Accept empowerment.
      5. Set personal goals.
      6. Solve problems immediately.
      7. Be friendly, helpful.
      8. Appreciate your job.
      9. Know your team members.
      10. Be a life-long learner.
9. Review and evaluation...personal goal setting and Learning Transfer.

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