Delivering World Class Customer Service Workshop

"We feel the time and money we invest in Dale Carnegie Training comes back to us 6-fold. Our people approach their jobs more enthusiastically. Teamwork is stronger and smoother because of better communication, which definitely affects productivity." –Education Coordinator, Automotive Manufacturing Company Loyal customers. They're the engine of every business. Yet how do companies equip employees to perform their role of winning and retaining customers? For figuring out customer priorities? For applying tested strategies to foster enduring relationships? Dale Carnegie Training® brings companies the right tools to cultivate valued, lasting customers. These include practices to help employees become good interpreters of what customers want today, and expect tomorrow. We present the most effective tactics for overcoming customer dissatisfaction and client defection. We even offer strategies employees can use to negotiate big wins for both their companies and their customers. With an emphasis on the skills needed to build external and internal relationships, our training tackles issues such as how people can partner across functions to exceed customer expectations, initiate new services to generate add-on and cross-selling opportunities, and to strengthen customer ties. Companies tell us the training brings measurable gains in improved service quality, better resolution of customer conflict, increased customer loyalty, managing customer expectations and on the bottom line. Participants learn how to: · Incorporate the Four Drivers of Customer Service to build customer relationships. · Apply Attitude Control Principles to manage our attitudes. · Deal with emotional and practical aspects of complaints. · Implement a consistent process to resolve complaints. · Reduce the number and type of complaints we receive. · Identify win-win opportunities to provide more products and services. · Apply a cross and up selling process to make decisions easy for customers. · Manage customer expectations in order to exceed them. · Utilize a customer expectations management process.