Value Based Customer Service

This course develops participants customer service skills through recognizing and dealing with the customers emotions, using listening and questioning skills, and presenting information to satisfy customers. Participants will learn to create rapport with any customer or co-worker, and work toward positive outcomes. Value-Based Customer Service is designed for participants to actively participate with peers in the training workshop. This training program encourages participants to improve their knowledge and skills by integrating work-related situations into the workshop. This will be accomplished by identifying Customer Service excellence through achieving the following objectives: Doing a Customer Service Analysis Identifying Blocks to Excellent Customer Service Identifying Key Customer Service Skills Recognizing the Customers Emotional Level Identifying Positive and Negative Listening Responses Using Questions to Gather Information Presenting Information to Satisfy Customers Developing Effective Language Dealing With Anger and Other Negative Emotions in Customers Determining Your Level of Empowerment with Customers Using Effective Telephone Skills Upon completion of this course participants will have learned how to build trust and encourage repeat business; increase customer satisfaction from internal and external customers, deal with dissatisfied customers; and determine what customers really want and how to meet those needs.