How to Deliver Exceptional Customer Service

As challenging as it can be in today's marketplace to attract new business, most organizations say it is even more difficult to keep existing customers from being lured away by competitors! How do you convert first-time customers into a steady stream of repeat business? The key is to provide service at such an extraordinary level that your customers can't imagine doing business with anyone else but you! In this workshop, participants learn the philosophy and essential skills of exceptional customer service and practice applying then within their own markets.

Among the topics covered are:

	How to recognize and develop the 7 Key Interactions between you and your customers in order to build an impression of quality and value and to generate greater customer loyalty
	How to exceed customers' expectations in specific and measurable ways
	The Four Levels of Customer Service and how to move a team, department, or organization to its next plateau
	How to manage difficult customers, including how to say "No"
	How to use positive words to always make a positive impact, including what not to say to a customer
	The EPS Model -- essential skills of professional phone communication
	How the three primary forms of communication -- verbal, non-verbal, and symbolic -- impact customer perceptions and how to manage them effectively
	How to deliver bad news to your customers in a positive way
	And much more!

Class time: One day

Also, click here to read about the new book, Real World Customer Service Strategies That Work, featuring Morris Taylor and eleven other national authorities!

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