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Customer Service Redefined: A Customer-Centric Approach  

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Seminar Summary:

A customer-centric approach to customer service in the modern age (see full course description)


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Training Course Syllabus:

Customer Service Redefined: A Customer-Centric Approach - Customer Service Seminar

Program Description:

Every day, it is easier for customers to research your competitors ... to discover what others are offering in terms of value, pricing, and quality. For customers to take their business elsewhere with a quick phone call or a click of a mouse.

Here’s the bright side: there’s a direct correlation between great customer service and customer loyalty. In fact, customer service is so important, 86% of consumers are willing to pay more for a better customer service experience! It’s clear: the key to prosperity in today’s world is customer service.

The definition of exceptional customer service has changed.

The advent of the social media age has created new expectations and a new model for customer interaction. Customers don’t simply want their problems fixed or their orders handled ... they want to be valued. They’re no longer content to be a number or name in your system ... instead, they want to build personal connections with the organizations they deal with. They want to be known.

When you attend Customer Service Redefined, you’ll develop a customer service toolkit that will help you create the personal interactions customers are looking for. You’ll discover how to get to the heart of the matter — what your customers are really looking for from you. You’ll learn how to create a great impression even when you can’t deliver exactly what they want. You’ll experience the power of customer advocacy, and learn how to create positive interactions your customers want to talk about!

Customer Service Redefined Agenda:

Developing Customer Rapport: Creating an Instant Connection

  • Creating a great impression through your introduction
  • How your attitude comes through – and how to channel a positive one, every time
  • Using tone and volume modulation to increase the effectiveness of your voice
  • 3 great ways to personalize your interaction
  • Frame your message in powerful and positive ways – even when dealing with negatives
  • The incredibly powerful impact of mirroring customer word choices

Understanding What the Customer Really Wants

  • Techniques for recognizing and finding out what a customer really wants and expects
  • How to make absolutely sure you and the customer are on the same page
  • Information-gathering techniques to help you quickly get to the heart of the matter
  • The importance of clarifying – and how to tactfully make sure there are no misunderstandings

Viewing Your Organization From Your Customer’s Perspective

  • How to take a step back and look at your organization with fresh eyes
  • Understanding your customers – who they are and what they want
  • Straight from the source: strategies for collecting customer feedback
  • Common complaints, misunderstandings, and other red flags that tell you things just aren’t working
  • Looking for patterns in customer service interactions
  • Speaking to a supervisor: when and how to escalate a customer’s interaction on a positive note

Phone Skills for the Customer Service Professional

  • Simple phone etiquette tips – and why it matters so much
  • 3 phone behaviors customers hate most – and how to avoid them
  • Speaking with a smile: how to convey your enthusiasm and positivity through your voice
  • Conversation closers: tips for ending the call on a positive – and professional – note
  • Making sure you hit your mandatory objectives – without alienating or frustrating your customer

Communication Essentials for Customer Service and Beyond

  • Keep it simple: how to make your key points clearly and concisely
  • Active listening techniques that help you connect
  • How to communicate to the customer with confidence and knowledge
  • Documentation and reference strategies that make each customer feel memorable and valued
  • Strategies for communicating up the chain of command when you’re seeing recurring issues

Turning Difficult Customers Into Die-Hard Fans

  • Simple phrases that can calm down upset customers – so you can start fixing the issues
  • The BEST way to help customers understand your hands are tied – and getting them to compromise
  • Staying calm and collected in the face of an angry or irate customer
  • How to diplomatically help a customer realize that he or she is wrong – and great ways to help them save face
  • 9 stress busters that will alleviate tension, so you can stay calm and cool under pressure

Special Section: Customer Service in the Digital Age

  • Shrinking the world: how social media has changed expectations and interactions
  • Generational attitudes and modern customer service
  • Monitoring your organization via social media channels – so you know what issues to expect
  • Keeping online interactions professional, polished, and yet still sincere
  • Why you should actively seek out unhappy customers online – and the BEST ways to respond
  • Maintaining professionalism in an online environment – and the 3 things you should NEVER do!
  • When you can handle an issue online – and how to gracefully redirect the customer to a traditional format when you need to

Seminar Time:

Seminar Check-In:  8:30AM  Seminar Program:  9:00AM - 4:00PM


Our training seminars offer Continuing Education Credits (based on contact hours) upon completion. Credits are issued by Rockhurst University Continuing Education Center, Inc. according to the guidelines set forth by IACET. Please note that Continuing Education Credit approval is at the discretion of your licensing board; not all seminar topics are approved by all boards. Contact your licensing board or agency for specific information relating to your profession

Seminar Summary:

A customer-centric approach to customer service in the modern age (see full course description)

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