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The Conference on Customer Service  

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Customer Service Professionals


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Seminar Summary:

Put that extra something into every customer contact  (see full course description)


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Training Course Syllabus:

The Conference on Customer Service

In The Conference on Customer Service, you'll learn...

  • The secrets to keeping your cool when customers get hot
  • Meeting the unique challenges of customer service management
  • Hidden gold: How to turn complaints into profits
  • What CSRs really need to stay motivated and productive
  • And much more

What is it that customers really want? Quick response? Instant information? Friendly dialog? All the above, and more! When customers are pleased, they’re likely to spend about 10% more on your product or service plus call again. But if they think they haven’t been treated right, they’ll tell everyone who’ll listen about their bad experience. In this conference—for customer service reps and customer service managers and supervisors—you’ll learn hundreds of techniques and tips for effectively and successfully dealing with customers.

Design your day to meet your unique needs. We’ve packed a lot of information into just one day … so feel free to move in and out of these two tracks and 10 dynamic sessions. It’s your conference—don’t miss a thing!


Program Hours:  9:00 a.m. – 4:00 p.m.

Track 1:

Session 1: Effortlessly manage lions, tigers, bears and other difficult customers

  • What works—and doesn’t work—for disarming an angry customer
  • How to take the bite out of asking questions you must ask when the customer is “on edge”
  • How to let customers feel they’re right—without bending company policies and procedures (the two are not mutually exclusive!)
  • The powerful “wrinkled face” technique for releasing your anger

Session 2: Extreme motivation: Powerful ways to keep CSRs pumped and productive

  • The golden rule of managing customer service employees
  • How to slow down turnover and keep employees more satisfied
  • Recent research on the toll that some management styles take on customer-contact employees
  • What job factors matter most to customer service reps
  • Incentives update: Who and what to reward and how to get the best results

Session 3: Breaking news: What today’s customers really expect—and how to deliver it

  • Customer service recovery tips that work wonders in bouncing back from blunders and mistakes
  • Ways to identify and avoid the deadliest customer turnoffs
  • How to use language that soothes—rather than alienates—customers
  • The powerful golden rules for working with customers
  • How to make sure that what you say is what the customer hears

Session 4: How to teach employees to give 110%—and then some

  • How to measure smiles, voice tone, friendliness and other service intangibles
  • A step-by-step system for spelling out your customer service expectations
  • How to implement standardized customer service and make it work for your business
  • 12 ways to measure the effectiveness of your efforts to deliver quality customer service

Session 5: Mirror, mirror on the wall: Is your voice as friendly as your smile?

  • Don’t sound like a recording … how to vary the inflection of your voice using these 4 simple tips—and watch how customers respond
  • Here’s how to breathe your way to a calmer voice
  • How to get irate customers to back down by simply changing how loudly or softly you speak
  • The absolute single best tool for getting off to a good start with a customer

Track 2:

Session 1: Down with stress! Look and sound wonderful—even on your worst days

  • How to detect signs of stress before it gets out of hand
  • How to lower your tolerance to stress … and amazingly reduce the amount of stress you experience in your job
  • Avoiding burnout: Secrets the highest-volume service centers swear by
  • How to play the “time warp” game immediately after a nasty encounter with a customer—your stress will melt away!

Session 2: Deflecting the sting of put-downs, criticism and attacks

  • How to stop feeling like you’re “taking the blame” … and build your own bulletproof shield
  • How to find the grain of truth in most criticism and grow from it
  • Become aware of and eliminate harmful passive-aggressive behaviors that mask your hurt feelings
  • The 5 levels of reaction to personal criticism … find out where you stand
  • A surprising technique that takes a little self-control but is amazing in its ability to deflect the sting of criticism

Session 3: How to build rapport—and win respect—in 10 seconds flat

  • How to master the art of making instant connections with customers
  • 5 great ways to quickly get customers on your side
  • Know how to tap into the little things that mean a lot to customers
  • The critical difference between “you” and “I” messages and which to use to project honesty and sincerity
  • “Style stepping” … master this technique to make customers feel comfortable and taken care of


Session 4: Help! I need an emergency attitude makeover!

  • Do you sweat the little stuff? Here’s help in putting things in perspective
  • How you can dramatically alter your life by the way you think
  • The “path of least resistance” can work magic in a service job
  • How your moods can affect your job, your success and your happiness


Session 5: When the answer must be “no”—how you say it is 99% of your success

  • You don’t have to be a doormat … learn how to stand up for your company and still win customers
  • The difference between the hard “no” and the customer-friendly “no”
  • The fundamentals of assertive—not aggressive—behavior and how they apply to your job
  • How to fulfill customer needs without selling the store

Attendees can attend any session in Track 1 or Track 2.



CPE Credits: 6

Seminar Training Time:

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

Seminar Summary:

Put that extra something into every customer contact  (see full course description)

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