Exceed the Need: The Nuts and Bolts of Customer Service Excellence
It is well known that it costs significantly more to win new customers than to retain current customers. What is also evident is that almost every company faces stiff competition from other companies offering very similar products and services. Soon after one company gains an edge with its unique products/services, other companies quickly catch on, catch up, and cash in by developing similar offerings. Now the customer has many choices. What will make the difference for the customer? Customer Service. All companies know this. However, knowing what to do and knowing how to do it are two different animals.
The Exceed the Need customer service seminar provides your employees with the What and the How, but that is not all. The seminar also motivates your representatives to Want to become excellent without excuses when it comes to customer service. In this seminar your representatives will learn to:
- Handle irate customers
- Manage customer conflicts
- Cross-sell to your current customers
- Make your customers feel important because they are
- Listen, build rapport, and increase customer loyalty
- Utilize the law of reciprocity for customer loyalty
- Integrate the 9 laws of persuasion to build strong relationships with the customer
- Be assertive without being aggressive
- Set goals and measure your customer service progress
- Manager your customer service priorities
When your representatives complete this seminar, they will be equipped with the knowledge, skills, and desire to go beyond the ordinary and provide extraordinary customer service! Because good news travels too, you will not only keep your current customers, you will gain a loyal following of new customers as well!
