CUSTOMER SERVICE EXCELLENCE: How to Win and Keep Customers Coming Back
Date: February 17, 2012
Time: 8:30 AM to 5:30 PM
Venue: Astoria Plaza, Ortigas Center, Pasig City
Learning Session Description:
In today’s highly competitive customer-oriented business environment, Customer Service Excellence will give you the cutting-edge advantage you need to survive and thrive in a challenging and increasingly uncertain business climate. How you handle your customers can impact your individual goals as well as your team’s and company’s performance that’s why having effective ‘people skills’ is both critical and essential for personal and organizational success. This customer service training seminar gives you the skills you need to communicate professionalism, enhance customer relationships, gain respect and secure an overall competitive advantage through customer service excellence.
Learning Session Objectives:
-Deliver Better, Faster Service
-Create Delightful Customer Experience
-Increase Your Credibility with Customers—and Your Value to Your Organization
-Gain Repeat Business
-Better Manage Stressful Situations
Learning Session Outline:
Session 1: Excellent Service Benefits
-Focus on Customer Service Success
-Understand How Customer Service Creates Revenue, Healthy Organizations, and Attractive Employee Benefits
-Appreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at Work
Session 2: Professionalism under Pressure
-Understand How Emotions Are Triggered
-Create Mental Strategies for Remaining Optimistic and Calm Under Pressure
-Use Body Language to Control Your Emotional State
-Recognize Negative Emotions Positively
-Change Your Emotional State in Three Minutes to Avoid Negative Emotional Carryover
Session 3: Internal Customer Satisfaction
-Identify Internal and External Customers
-Appreciate That Internal Service Is Just as Important as External Service
-Understand the Two Levels of Customer Service
-Have Influence over Issues You Can’t Control
Session 4: Managing Customer Expectations
-Understand Perception-Based Customer Satisfaction
-Identify Your Customers’ Top Two Expectations
-Save Time and Reduce Stress by Focusing on the Top Two Expectations of Customers
-Prepare Yourself to Handle Customers by Knowing How and Where They Get Their Expectations
Session 5: Personality-Based Customer Management
-Understand Yourself and Your Own Personality Style
-Identify the Personality Styles of Others
-Avoid Taking Things Personally
-Expand Your Communication Skills to Get Along Easily with More Customers
Session 6: Personalized Listening Skills
-Build on Your Listening Strengths
-Reduce Your Listening Liabilities
-Identify Your Customer’s and Your Own Listening Style
-Create Rapport with Customers More Easily to Have More Influence
Session 7: Words, Whisper, and the World Wide Web
-Understand the Power of Words
-Avoid Creating Negative Impressions with Words
-Use Persuasive Language Patterns
-Stand Out on the Telephone
-Write E-mail Quickly That Customers Will Read and Understand
Session 8: Dealing with Difficult Customers
-Recognize and Respond Effectively to Specific Customer Behaviors
-Understand the Physiology of Anger
-Calm Down an Angry Customer through Effective Listening
-Turn an Angry Customer into a Happy Repeat Customer Using a Recovery System
-Apply Emotional Management Tools with Angry Customers
Who Should Attend
Those who deal with clients on a daily basis such as Customer Service Representatives, Technical and Support Personnel, Field Service Representatives, Account Managers, Credit and Billing Specialists, small business owners—as well as managers who want customer service training in order to reinforce their skills and train their staffs.
Reserve your seats NOW and SAVE P1,000
(pay on or before January 17, 2012)!
Learning Investment for the 1-Day Learning Session:
Super Saver Rate : P 2,988 + VAT (Pay on or before January 17, 2012)
Early Bird Rate : P 3,488 + VAT (Pay on or before February 1, 2012)
Regular Rate : P 3,988 + VAT (Starting February 2, 2012)
LEARNING INVESTMENT INCLUDES: A "Fun-filled" Learning Experience, complete with Learning Manuals/Hand-outs, Certificate and Freebies! plus... AM Snacks & PM Snacks only!
MAKE YOUR RESERVATION NOW!
CALL US AT
ARIVA! Events Management, Inc.
895-8058 / 895-9527 / 890-9651
Call/Text: 0917-3257870
Duo #: 022114363
Email:
SuccessSeminars@Ariva.com.ph
R E G I S T E R O N L I N E:
www.Ariva.com.ph
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