EXECUTIVE SUMMARY

• A two day program which is designed to be done in four ˝ day sessions to facilitate immediate application of skills
• Applies training concepts to the work environment
• Designed for managers, supervisors and employees in customer service departments and/or situations
• Interpersonal skills are discussed and practiced through role-playing and practical exercises
• Participants will have a basic understanding about how to assess customer behavioral patterns and how to adjust their customer service to meet the needs of their customers
• At course completion, participants will be able to handle customer service activities in an effective and profitable way

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"Your Customer Service program provided new ideas on how to handle customers and solve problems."

Eddie Vega,
International Project Mgr.,
Laboratory Tops, Inc.

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COURSE OVERVIEW

This 2 day program is designed to provide employees, supervisors and managers in customer service departments and/or situations, an extensive guide to manage and maintain effective customer service. Telephone etiquette and person-to-person skills are discussed and practiced through role-playing and practical exercises. At course completion, participants will be able to handle customer service activities in an effective and profitable way.

COURSE BENEFITS

Our "Professional Service Works" customer service Program helps people in your organization:

• Learn to adapt their behavior to customers' needs
• Be able to almost instantly recognize and adapt to customer personalities
• Increase their professionalism and improve critical first impressions
• Increase productivity
• Become more prepared to successfully nurture one-to-one relationships with clients while improving technical and teamwork skills
• Reduce stress

COMMENTS FROM COURSE PARTICIPANTS

You were able to really enhance the customer service program of our organization.

"Using the Personal ProfileŽ really opened my eyes!"

PROGRAM OBJECTIVES

At the end of this program, "Putting The Customer Back Into Customer Service Program: Professional Service Works!", participants will:

• Identify their Primary Behavioral Style And Its Impact On Customer Service
• Be able to determine their customer's Primary Behavioral Style and adapt their own styles for positive results
• Enhance their Personal Professional Service
• Be able to Develop effective Customer Service Plans
• Apply the E.A.S.E method of Handling Special Problems
• Be able to Defuse and Satisfy Upset Customers
• Understand and apply Anger Diffusion techniques and Conflict Management

COURSE LENGTH AND LOCATION

This program is designed to be done in four ˝ day sessions. After morning sessions are completed, employees take what they learned back to their jobs in the afternoon for immediate utilization. The next day's discussions are further enhanced by applying concepts to the work environment. We can do the course at your location or at an off site conference facility.

PROGRAM TOPICS

Section 1 - Assessing Your Style

Utilizing & Interpreting The Personal Profile SystemŽ
DISC Behavioral Styles
Identification Of Your Primary Behavioral Style
Assessing Your Behavioral Style And Its Impact On Customer Service

Section 2 - How Your Behavioral Style Affects Customer Interaction

Understanding You and Your Customer
"Reading", Responding & Adapting To Your Customer's Behavioral Style
Using Style Assessor Sheets
Managing Customer Interactions Effectively
What You Perceive, is What You Receive
Development of Effective Customer Service Plans

Section 3 - Delivering Excellent Service

Enhancing Our Personal Professional Service
Dissatisfied vs Satisfied Feelings
Identification Of Professional & Unprofessional Responses To Customers
Characteristics of Quality Customer Service
Maximizing Customer Satisfaction & Positive Feelings
Saying "No" To A Customer
"Flexing" Your Customer Service
Removing Blocks to Effective Customer Service

Section 4 - E.A.S.E: Handling Special Problems

The Characteristics Of Quality Customer Service
The Conscious/Competence Process
The E.A.S.E Approach For Resolving Special Customer Needs
Exploring The Need
Listening & Non-Verbal Communication Skills
Assessing Possible Alternatives
Selecting An Alternative
Execution Of The Decision

Section 5 - Defusion: Satisfying Upset Customers

Viewing Complaints As "Opportunities"
The "Power" Of The Complaint
Anger Defined
Using E.A.S.E With Complaining Customers
Anger Defusion and Conflict Management

Call us at 254.290.3446 or email us to book this course.

Is there any other industry in this country which seeks to presume so completely to give the customer what he does not want?

Service to others is the rent you pay for your room here on earth.

There is nothing to make you like other human beings so much as doing things for them.

Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for. A product is not quality because it is hard to make and costs a lot of money, as manufacturers typically believe. This is incompetence. Customers pay only for what is of use to them and gives them value. Nothing else constitutes quality."

Your food stamps will be stopped effective March, 1992, because we received notice that you passed away. May God bless you. You may reapply if there is a change in your circumstances.