Never before in history has the customer been faced with such a wide range of choice in the marketplace. A state of constant partial attention, combined with a plethora of choice in both products, services and from whom they are consumed, means that your chances of being noticed in an ever deepening “sea of competition” are not only slim, they will continue to get slimmer in the future!
Studies show that 70% of the reason a customer will return is based upon their interaction with your staff. That means that only 30% of your ability to keep customers happy is based upon your product or service features alone.
This Customer Service Skills Workshop gives participants new insight into specific customer behavioral styles. It teaches students to address both the personal and process needs of the internal and external client. Students learn to implement easy to use customer service models for working with customers who are disgruntled and who have had service disruptions. It focuses on building internal skills communication to keep team members aware of customer concerns. A course addressing customer service skills for internal IT departments is available as well.
The Customer Service Skills Workshop employs practice exercises and role-plays including a benchmark to assess a participant’s current customer service skill level. It focuses on building new commitment to the organizations mission of maintaining happy clients.
Objectives Participants will learn to:
Identify current gaps in customer service
Pinpoint current areas of customer service excellence
Gauge client behavioral style and know how to interact
Listen better and be able to understand client needs
Proactively respond to client emotions to solve problems
Say NO and keep clients happy
Prioritize workload based upon customer need
Increase communication skills internally to better serve clients
"One of the best seminars how to give great customer service we have found."
"Our customer has indicated that they aren't hearing any complaints and the feedback we are getting from agents is getting better. Thanks again for a great training."
Client Relations Manager
Class Size: Up to 16 Length: 1 day
With more than 20 years of experience in the management turnaround environment, Fathom Corporate Training works with clients who are facing critical challenges in management, sales, customer service and branding in commoditized markets. We can help you to increase employee satisfaction, lower your turnover, increase revenues and raise profit margins. Fathom Corporate Training’s customers include some of the world’s most successful firms and recognized brands. Fathom Corporate Training is based in Austin, Texas, with offices in Houston, New York City, Chicago, Denver, Detroit, Cleveland, Boston, Dallas, Phoenix, Philadelphia, Ft Lauderdale, Miami, Washington DC, San Antonio, Atlanta, San Diego, San Francisco, Los Angeles, Mexico City and Toronto.
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