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| A
DAY OF ON-SITE CUSTOMER SERVICE TRAINING FOR YOUR STAFF, FOCUSED ON
YOUR CUSTOMERS |
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Approximately
75% of How to Provide Bullet® Proof Customer
Service training is devoted to discussion, coaching, and exercises
that allow your staff to apply the skills they learn
to your customers and your business.
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| Features
& Benefits
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- One
day of in-house training
- Focused
discussion on your business and your customers
- An
outstanding team-building opportunity
- Comprehensive
course materials
- Certificate
of Completion
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Lisa
Ford
A member of Crestcom's internationally renowned video faculty
and a leading expert on how to serve and retain customers, Lisa
Ford is the author or co-author of such best-selling books as
Exceptional Customer Service, Customer Service Excellence:
It's in the Details, Only the Best on Customer Service, and
Only the Best on Leadership. Lisa Ford is a specialist in
such critical training areas as customer service, customer retention,
hiring, managing, and training for service excellence. She has
also been a featured presenter at Inc. magazine's Customer Service
Conference. |
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HOW
TO HIRE, TRAIN &
REWARD CUSTOMER
SERVICE-ORIENTED EMPLOYEES |
HOW
TO DEAL
WITH DIFFICULT
CUSTOMERS |
HOW
TO EXCEED
CUSTOMER
EXPECTATIONS |
30-Minute
Video:
• Hire the customer service attitude
• The five keys of effective customer service training
• Four strategies for rewarding service-oriented employees
• How to retain star employees
90 Minutes:
Facilitated discussion and exercises
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30-Minute
Video:
• Seven steps of dealing with difficult customers
• Remove "emotional trigger words" from your vocabulary
• Listen "around the edges" to complaints
• Use the "Power Tool" of customer service
90 Minutes:
Facilitated discussion and exercises
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30-Minute
Video:
• The Goal: To amaze, astound and astonish
• How to excell in the four circles of service
• Six steps to recover customers
• How to reduce the "Hassle Factor"
90 Minutes:
Facilitated discussion and exercises |
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