The Competitive Advantage in Customer Service
Putting yourself and your organization in the lead and ahead of
the competition
Separating yourself from the competition is critical to an organization's growth and health. Developing the communication skills to handle the difficult situations is critical to reinforcing customer commitment.
Your mission and value statements won't mean a thing to your customers if your employees can't deliver with every interaction with the customer - and in today's world, the customer isn't always right. In fact, in this complex world, sometimes they don't even know what's in their best interest. This program is about having successful interactions with customers during those tough interactions where circumstances or perceptions are creating problems with the experience.
Win a competitive advantage in customer service...
• How to demonstrate understanding to gain trust
• How to say 'no' and still have a successful outcome
• How to put persuasive communication tools into practice to deliver a competitive edge
You can generate a profitable advantage with your customers under even the most dire circumstances. Jeffrey's contagious humor enhances the presentation of the winning attitudes necessary for earning the competitive advantage. This workshop will provide the skills for proactive customer service.
You'll learn ways to...
• Increase understanding of your employees
• Increase their ability to earn the trust of the customers
• Increase the customer's perspective and commitment to the organization.
You and your people will learn powerful new ways to...
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Turn a negative experience into a positive outcome
Quickly developing rapport and earn trust.
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Deliver superior customer service with current resources.
Limited resources mean saying no sometimes - learn how.
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Five Steps to calm down an angry situation.
A powerful model for calming down an angry customer.
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A new level of listening skills.
Five key areas your staff should be able to focus their listening on.
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Three techniques for staying in charge.
A simple model for staff to regroup and re-balance.
For a .pdf brochure click here.
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