19 Skills To WOW Your Customers

Program length:  keynote, half-day breakout, one to one and a half day workshop

Program Description: 

The most critical elements of a customer contact professional’s job are establishing, maintaining and enhancing customer relationships.  From managing “moments of truth” to fine-tuning ongoing analyses of customers’ specific needs, it is how the role of the customer service representative is executed that can help your organization gain market share and earn greater profits.  This concentrated program covers the full range of customer service skills that are being practiced by world-class providers of service.

 Outcomes:

 How to establish external customer delight through internal communication
 Build confidence in the CSR’s ability to contribute to their organization’s value
 Realize the role the CSR plays in helping their organization gain a competitive     
    advantage
 Understand why providing customer service is just the start of achieving customer
    loyalty
 Identify and enhance the “SKA’s” (skills, knowledge and attitude) necessary to
    secure customer loyalty
 Practice the skills that will provide legendary customer service

 Objective:

This workshop will demonstrate how to practice the kind of customer relationship skills that will enable your service to become the differentiator between you and your competition.  It takes five times as much money to bring in a new customer as it does to save an existing one.  Building the kind of long-term relationships that you need for future success by keeping your good customers requires a variety of skills and knowledge plus a positive mental attitude.  Learn from the benchmark service providers and return to your organization with skills and techniques for building customer loyalty.

Outline of the 19 skills:

Initial Impressions

      *  Maintain absolute loyalty
      *  Build a relationship based on TRUST
      *  Recognize the customer
      *  Speak the customer's language

Problem & Implication Analysis

      *  Practice exceptional communication skills
      *  Ask the "platinum" questions

Consultative Positioning

      *  Take the initiative to be totally customer oriented
      *  Know your competitors
      *  Add to the customer's perception of VALUE
      *  Be quality conscious
      *  Customize:  give the customer exactly what they want
      *  Exceed the customer's expectations

Confirmation

      *  Maintain a P M A
      *  Do not share internal problems
      *  Know your customers
      *  Take ownership of the situation
      *  Manage the "moments of truth"
      *  Handle difficult situations
      *  Go the extra mile