• High Recognition Customer Service Skills.
• The 4C's™ of Technology Customer Service & How to Apply Them.
• Dancing & Dealing with Difficult Customers - With a Side of Stress Management!
• A Service Festival! Enrich, Honor, and Celebrate.

Learn how to handle both internal and external customer service requests effectively and professionally. This workshop increases customer service skills to deliver consistently outstanding service – every time – and win you high recognition!

Who Should Attend?

• Managers and team members of customer service centers, call centers, help desks, support centers, and hubs.
• Business owners and their teams who interact and deal with customers.

Learn These Critical Components

• Understanding & Managing Customer Expectations
• How to Determine What Customers Value and Expect
• 4C's™ of Customer Service
• How To Spot Your Customers' Personality Types And What To Do
• Listening Skills - Styles, Barriers, Tips
• Characteristics of Outstanding Customer Service
• The Geography of Customer Service
• Positives and Negatives: How to Say What and When
• The Most Effective 3-4 Second Phone Greeting
• Phases of Customer Call Handling And The Most Often Overlooked
• Face to Face Customer Service: Winning Ways
• 10 More Difficult Customer Types and How To Handle Them
• Healthy Stress Management Techniques That Also Benefit The Customer

Benefit From

• Improved customer satisfaction and increased value to your company
• Less stress in handling customer requests
• Practice of real life service scenarios in a safe training environment
• Skill-building exercises to build a consistent approach with each team member

Format/Duration

All workshops involve the students in exercises, brainstorms, games, and discussions.
Standard Length: One-day or two-day versions. 1.5 day version customized.

Communication Training For Technology Departments
Learn how to more successfully work with your non-technical customers to better understand their needs and requests.

Who Should Attend

Designed specifically for technology support departments, it is appropriate for management and team members involved in service as well as project development.

This workshop guides you through the interpersonal, communication and team skills you need to handle customers' requests and/or refer to the right place ... every time! For many technical professionals, understanding the customer’s non–technical view can be a big challenge and yet it is critical for successful problem solving and project completion.

Critical Components You Will Learn

• How Customers Feel When You Talk Your Language
• How To Question and Listen To Non-Technical Customers
• What Customers Experience When You Leave Them Hanging
• Understanding & Managing Customer Expectations
• The CARE Model For Outstanding Service
• 4C's™ of Customer Service
• How To Spot Your Customers' Personality Types And What To Do
• Listening Through Your Customers' Ears - Styles, Barriers, Tips
• Characteristics of Outstanding Customer Service
• The Geography of Customer Service
• Positives and Negatives: How to Say What and When
• 10 Different Customer Types and How To Handle Them

Benefit From

• Greater capability to understand customer’s perspective
• Improved customer satisfaction and increased value to your company
• Less stress in handling customer requests
• Practice of real life service scenarios in a safe training environment
• Skill-building exercises to build a consistent approach with each team member

Format/Duration

All workshops involve the students in exercises, brainstorms, games, and discussions.
Standard Length: 1.5 day version or 2 day version.

This full-day workshop delivers the two essential parts of getting through your daily customer service work:

• Techniques to Dance and Deal With Ten Types of Difficult Customers
• Stress Management Steps to Preserve Your Best Attitude

Who Should Attend
Managers and team members who interact with customers. Both general audiences and technical professionals find this one-day workshop the best for redefining how to work with difficult customers.

Topics Include

• Key Steps to Outstanding Customer Service
• Spotting Ten Types Of Difficult Customers Through Personality Listening
• Techniques From Which To Choose And Use With Difficult Customers
• In-session Practice Time With Painless Role Plays
• What Exactly Is Stress?
• Issues Of Control As Stress Factors
• Knowing Your Own Stress Factors
• Balancing Work And Personal Demands
• Stress Management Techniques To Use Throughout The Work Day

Format/Duration
Brainstorms, exercises, discussions fill this participative workshop.
One-day version.