Training Registry presents Padgett Thompson seminars human resource management Customer Service training

presents

Padgett Thompson
a division of Rockhurst University Continuing Education Center
Course Description

The Basics Of Knock-Your-Socks-Off Customer Service ®
A One-Day Seminar
Dates/Locations, Pricing
Meeting Code: PCZ
Learn the fundamentals of providing superior service that knocks your customers' socks off.

How You Will Benefit ...

Confidently work "one-on-one" with all types of customers

Deliver service that earns the praise of both customers and higher-ups

Maintain a sense of calm and focus in stressful service situations

Gain the skills that make work less confrontational and more rewarding

What You Will Cover ...

Master Knock-Your-Socks-Off Customer Service Basics

How good are your customer service skills? Take this self-audit and see how you measure up to the pros

How to treat customers like friends and still maintain a professional working relationship

3 statements the pros use to make sure first-time buyers come back time and again

How to avoid committing the 10 cardinal sins that drive customers straight to the nearest competitor

Find out the secrets to avoiding burnout

How veteran service reps keep customers for life

IMPORTANT: The 1 maxim every service rep must follow to the letter - otherwise, your service means nothing to customers

How to make customers feel they're receiving top-quality service, even when you can't deliver everything they want

Make Every Customer Feel Like They're Number One

Expert listening techniques that let customers know they have your undivided attention

How to read the subtle signs that tell you a customer isn't 100 percent satisfied

4 winning phrases that let customers know their satisfaction is your top priority

The best way to deliver bad news without upsetting the customer

Steps you must take to regain a disappointed customer's trust and dedication

5 deadly phrases many reps use that destroy customer goodwill - and what to say instead

9 pivotal actions you can take to project a more professional image

Handle Difficult Customers With Confidence

A simple phrase that diffuses hotheads in seconds so you can get down to resolving their problems

The best way to work with customers when their requests are unreasonable and to get them to compromise

Proven strategies for dealing diplomatically with the 5 types of tyrannical customers who drive all reps crazy

How to help customers realize when they're wrong and come up with a solution that lets them save face

2 valuable methods for weathering customer fury

How to recognize and effectively handle customers who can't ever be satisfied - without losing their business

9 stress-busters that will alleviate tension and allow you to stay calm and collected when you're under pressure

How to convince Doubting Thomases that you can and will do something about their problems

Go Above And Beyond Customer Expectations

How to show customers that you sincerely value their business, without being sappy or melodramatic

A great technique for anticipating customers' needs - even before they do

How to avoid breaking promises and deliver service that goes the extra mile every time

3 steps for following up a purchase to ensure that customers are absolutely, positively satisfied

How to take the first and most important step toward delivering exceptional customer service

Why complaining customers are one of your most valuable resources … and how to reward them

Who Should Attend ...

For front-line service personnel and business professionals with daily customer contact who want to learn the fundamentals of providing superior service.
® "Knock-Your-Socks-Off-Service" and "Delivering Knock-Your-Socks-Off Service" are registered trademarks of Performance Research, Associates Inc.
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Cancellation Policy:
If you cannot attend a workshop for which you are registered, you may send a substitute or receive a credit memo toward a future workshop. If you cancel your registration up to five business days before the workshop, your registration fee will be refunded less a $10 enrollment charge.
You can also register by emailing your registration information to us at or calling us at 919-847-0331. Please mention above meeting number and BE SURE TO STATE VIP CODE "919-120001-000 -- Training Registry".

For additional information and schedules call 919-847-0331

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Title:	Mr. Mrs. Ms
*Fields with an "" are required input.**
* Attendee Name:
Position:
* E-Mail:
Company:
* Address 1:
Address 2:
* City:
* State/Province:
* Zip/Postal Code:
Country:
* Phone:
* Fax:
* Contact first and last name:
Approving supervisor first and last name:
	Click here to add more attendees.
Dollar Amount of Transaction: (Please add appropriate sales tax if in SD or WV.)

Payment Information
	Invoice Me, or
	Credit Card Info:
Credit Card Type:	American Express VISA Mastercard
Credit Card Number:
Expiration Date:
Name on Card:

PO # (if applicable):
Tax Exempt #:

Additional Attendees:	Use for listing additional attendees only.
Attendee 2 Name:
Attendee 3 Name:
Attendee 4 Name: (4th is FREE when you register 3)
Attendee 5 Name:
Attendee 6 Name:
Attendee 7 Name:
Attendee 8 Name: (8th is FREE when you register 7)