presents

Padgett Thompson & National Seminars Group
a division of Rockhurst University Continuing Education Center
Course Description

Delivering Unbeatable Customer Service Over The Phone
A One-Day Seminar
Dates/Locations, Pricing
Meeting Code: SER

Learn effective strategies for delivering unbeatable customer service over the phone.

How You Will Benefit ...

• Build, maintain and recover relationships with customers on the telephone
• Instill customer loyalty and commitment
• Respond diplomatically and tactfully to even the most demanding customer
• Be mentally prepared for every call
• Deliver a positive image that turns your customers into company advocates

What You Will Cover ...

• Identify barriers to exceptional telephone customer service and proven ways to overcome them
• Combine 6 elements of communication for a strong impact over the phone
• Use open-ended interview questions to find solutions to customers' problems
• Build long-term relationships with customers by consistently creating memorable customer experiences
• Become more responsive to customers' needs and wants
• Implement a conversation cycle that gets to the root of the problem and quickly provides a solution
• Defuse customer emotions and create positive outcomes - even when the answer is "no"
• How to re-establish the relationship when handling a callback
• How to identify ways to go the extra mile for the customer
• De-stress techniques that keep reps focused on the job - not the irritation
• Maintain rapport and direct the conversation using selective agreement techniques
• Cross-selling techniques for greater profitability and customer satisfaction
• Word choices that send a "caring" message, and those that defeat your objectives
• Identifying key strengths and weaknesses using a powerful service "report card"

Who Should Attend ...

Customer service representatives who want to know the secrets to amazing customers with exceptional service. Learn effective strategies for delivering unbeatable customer service over the phone.

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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.

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