Target Population: All
employees who engage in
customer service activities
Group Size: Up
to 20 participants
Length of Program: One
Day
Course Format: Highly
experiential... "How-to" techniques and job-relevant
theory...Situational role-plays... Audio-tape analysis...
Models to follow... Problem-solving discussions... Instructor
and group feedback
The Need
Companies now realize the
cost-effective benefits of customer service. A company's
reputation is greatly affected by its customer relations
specialists and their ability to handle complaints
and inquiries, and solve problems. Poor internal
customer relations can damage public relations and
company morale.
Objectives
• To develop
a flexible approach to customer service activities.
• To identify characteristics of service excellence
• To identify means of solving problems and dealing with difficult
individuals
• To define applications for handling internal customers
Program Content
• Dealing with
irate customers
• Getting
to the root of the problem: Listening, visualizing,
questioning
• T-Bar Method for jotting down key points
• Problem solving tactics
• Active listening
• Organizing and presenting the message, logically and concisely
• Vocal dynamics: Projection, enthusiasm, and pausing
BACK
TO Communication
Skills Programs
