Customer Excellence

CustomerExcellence?is designed to focus on service skills that secure, build, and sustain customer relationships. By valuing these relationships and listening to their needs, customers reward organizations by moving from ?satisfied? to ?loyal.? This is the ultimate compliment a customer can pay to an organization.

Creating Loyalty through Passion and Commitment.

This is accomplished through the following system:

  • Engage the customer
  • Ask questions
  • Listen and Understand
  • Commit
  • Thank & Invite Back
  • Follow Up and Insure Satisfaction

It’s Not What You Say, It’s How You Say It

  • Communication Skills
  • Moments of Truth
  • Telephone Etiquette
  • Understanding Different Communication Styles

Does It Matter Who’s Wrong??

[Dealing with Irate Customers]

  • Four Step Resolution System
  • Understand the Issue
  • Create Solutions
  • Fix the Problem
  • Follow-Up

Customer Excellence Coaching and Reinforcement Program

Focuses on giving managers/supervisors coaching tools and skills that impact attitude, behavior, and performance. The program includes the following: ?Role of the Coach ? ?Coaching and Intervention Process? ?Reinforcement System? Measure/Follow-Up Program Everybody Sells is presented in a four-hour session. A follow-up and reinforcement session are part of the Learning System.

Special Characteristics of? Customer Excellence Learning System:

  • Train-the-Trainer Certification Program
  • Program Licensing
  • Knowledge Reinforcement Quizzes
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