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 How to Become Customer-Focused

 Workbook Description

A well-trained, professional customer service staff is vital to a company’s good image and profitability. The customer service representative may well be the only company employee the customer ever talks to. The representative's performance determines if the customer becomes a loyal return visitor.

Brushing up your customer service skills will ensure your patrons get the quality service they deserve —and demand— in today's consumer-oriented marketplace.

 Workbook Objectives

Designed for the busy professional, this workbook includes exercises and suggestions on these customer service learning objectives:

  • Know your customers’ four key needs
  • Assess your customer-facing image and the quality of your specific customer service skills
  • Embrace the top 10 customer-service beliefs
  • Understand the 3 qualities of customer-focused service people
  • Differentiate between internal and external customers and how to communicate with each group in person and over the phone
  • Brainstorm the benefits and pitfalls of phone communication
  • Practice the SNAPS method of voice control: Slow, Natural, Alert, Pleasant, and Sincere
  • Develop the 3 skills needed to resolve difficult client situations and build relationships
  • Keep emotions cool under pressure from customers
  • Probe customers for information
  • Know which words to use to hook customers and which words to avoid
  • Learn the 4 barriers to effective listening and practice the 3 keys to effective listening
  • Make a customer service action plan to improve personal performance

 

 
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Price:  $29.95





Also Available as part of a complete training package.

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