World Class Customer Service (NSW & ACT)

Course Description:

Loyal customers.  They’re the engine of every business.  Yet how do companies equip employees to perform their role of winning and retaining customers?  Of figuring out customer priorities?  Of 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 leverage industry-wide "best practices" to strengthen customer ties.

Companies tell us the training brings measurable gains in improved service quality, better resolution of customer conflict, increased customer loyalty, and on the bottom line.

 
Learn How To:

1.  Defining Superior Service
     - Benchmark “best practices” industry-wide
     - Identify current customer needs
     - Anticipate customer expectations
     - Deliver excellent customer service
     - Measure customer service performance

2.  Providing Sales-Related Services
      - Use the “customer continuum” to profile a client
      - Initiate services to create add-ons and cross-sells

3.  Overcoming Customer Objections
     - Recognize the types of customer behavior
     - Deploy our unique process to work with dissatisfied customers

4.  Negotiating with Customers
     - Apply the three principles of successful negotiation
     - Develop forceful letters of negotiation
     - Capitalize on the win-win negotiation model

5.  Satisfying Internal Customers
     - Reduce internal stress
     - Use a proven process for solving internal problems
     - Improve internal communications
     - Take a group approach to uncover problems

6.  Excelling at Customer Service
     - Leverage skills, tools, and processes to improve customer service
     - Track the results of improved customer satisfaction

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