Customer Service Coaching for Managers: "Only Satisfied Customers Come Back" MD175
$ 795.00
In every industry, it's a buyers' market. You need every sale, and the customer knows it. For internal customers and service providers, the same is true: Making sure your customers gets what they need, and that they appreciates the service experience, starts with first impressions and exemplary service interactions. Your business depends on it.
This program provides the service manager with the essential coaching skills and quality service delivery knowledge to create positive interactions between your customer contact staff and your customers. It will build your ability to guide and encourage your staff to manage their customer's attitudes, focus on the client's needs, communicate effectively and provide "customer first" behavior.
Key Topics
- Maintaining an attitude of service quality
- Managing customer attitudes and communication
- Being the ambassador of your company
- Understanding the value of probing questions
- Identifying and staying focused on your customer's needs
- The importance of validating, acknowledging and respecting your customer
- Creating a customer service strategy
- Handling and understanding difficult customers without getting emotionally hijacked
- 20 coaching principals that can be used with the customer
Instructor
Richard Carlson