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Customer
Service is one of the most talked about concepts in business today.
Customers demand it, organizations strive for it.....what can you do
to make it happen? Peter Barron Stark & Associates has the answer.
Our customer service program goes way beyond creating a satisfied
customer and focuses on building a loyal customer. The only
individuals in your organization that can make this happen are those
on your Customer Service Team. Who is on that team? Each and every
employee within your organization.
Peter Barron Stark & Associates can create and deliver a Customer
Service Training Program guaranteed to position your employees to
please, and even delight, your customers, creating a strong
relationship to guarantee their repeat business. This program shows
your Customer Service Team how to fend off a serious threat to
customer loyalty -- passiveness.
We begin with a thorough assessment of your organization through
interviews with managers, supervisors, and employees. This helps us
gain an "inside look" at the opportunities and challenges your
organization faces. We then process that information to develop a
customized program tailored to meet your needs.
Our experienced trainers spend as much time researching your
organization and tailoring the program to your specific needs as
they do presenting the courses. Our Customer Service Training
Program is comprised of a four-part curriculum:
• Providing Extraordinary Customer Service
• Utilizing Effective Telephone Techniques
• Dealing with Angry or Difficult Customers
• Improving Internal Customer Service
The Key Benefits of our comprehensive training program are:
• Understanding the link between customer service and
profitability
• Viewing
customer service as a competitive weapon
• Turning an angry and complaining customer into a satisfied one
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Transforming "Moments of Truth" into positive experiences
• Eliminating "blame frame" and "that's not my job" attitudes
• Developing the art of negotiation to achieve positive outcomes
• Designing measurement tools for your customer service
• Selecting appropriate telephone questioning techniques
• Building a positive attitude for internal service
• Learning strategies to diffuse difficult customer situations
• Creating beneficial interdepartmental service
• Acquiring valuable listening skills
• Establishing a customer service vision keeping you ahead of
your competition
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