presents American Management Association Seminars
Customer Service Excellence: How To Win And Keep Customers
Seminar No: 05165 -XNBB
CEU Credits: 1.2
Length: 2 days
Providing better, faster service is what will keep your customers coming back.
And that is what will give you the competitive advantage you need to survive in a tough business climate.
In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This seminar gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage.
Who Should Attend
Anyone who provides a service or product to external or internal customers, including 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 to reinforce their skills and train their staffs.
How You Will Benefit
- Deliver better, faster service and increase customer satisfaction
- Learn how to gain repeat business
- Know what customers expect
- Increase your credibility with customers—and your value to your organization
- Manage stressful situations more effectively
- Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem
What You Will Cover
The Benefits of Excellent Service
- Focusing on customer service success
- How customer service creates revenue and healthy organizations
Professionalism Under Pressure
- How emotions are created
- Using mental strategies and body language to control your emotional state
- Honoring negative emotions positively
Managing Customer Expectations
- Why customer satisfaction is based on perceptions
- Focusing on customers’ top two expectations to save time and reduce stress
Managing Customer Expectations by Personality Style
- Understanding your personality style and that of others
- How to avoid takings things personally
- Expanding your communication skills
Personalized Listening Skills
- Enhancing listening strengths and reducing liabilities
- Identifying your customer’s and your own listening style
- Creating better rapport with customers
Vocabulary, Telephone and e-Mail
- How to avoid creating negative impressions with words
- Using persuasive language patterns
- Standing out on the telephone
- Writing e-mail that customers will read and understand
Dealing with Difficult Customers
- Responding effectively to specific customer behaviors
- The physiology of anger
- Turning an angry customer into a happy repeat customer
- Applying emotional management tools
Extended Seminar Description
Learning Objectives
- Deliver Better, Faster Service
- Increase Customer Satisfaction
- Gain Repeat Business
- Increase Your Credibility with Customers—and Your Value to Your Organization
- Better Manage Stressful Situations
The Benefits of Excellent Service
- 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
Professionalism under Pressure
- Understand How Emotions Are Created
- Develop Mental Strategies for Remaining Optimistic and Calm Under Pressure
- Use Body Language to Control Your Emotional State
- Honor Negative Emotions Positively
- Change Your Emotional State in Three Minutes to Avoid Negative Emotional Carryover
Internal Customer Service
- 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
Managing Customer Expectations
- Appreciate That Customer Satisfaction Is Based on Perceptions
- Identify Your Customers' Top Two Expectations
- Recognize That You Can 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
Managing Customer Expectations by Personality Style
- Understand Yourself and Your Own Personality Style
- Understand and Identify the Personality Styles of Others
- Avoid Taking Things Personally
- Expand Your Communication Skills to Get Along Easily with More Customers
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
Vocabulary, Telephone, and E-mail
- Appreciate 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
Dealing with Difficult Customers
- Recognize and Respond Effectively to Specific Customer Behaviors
- Understand the Physiology of Anger
- Listen to an Angry Customer So That They Calm Down
- Turn an Angry Customer into a Happy Repeat Customer Using a Recovery System
- Remain Calm during Interactions with Angry Customers by Applying Emotional Management Tools
Course Summary
Start and End times: first day - 8:30am-5pm, all other days 9am-5pm unless otherwise specified. Your registration confirmation notice will confirm the hotel/conference center for the seminar for which you registered. The information included on this page is all the information available on this seminar. Please use form below to register only. To request information that is not included above please send an email to
. Remember to specify the complete seminar number about which you are requesting information.
For information about bringing a course to your site please call 1-919-847-0331 or email the registry at
.
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** Online Registration & Fee Information ** Please use form below to register only. To request information that is not included above please send an email to
. Remember to specify the complete seminar number about which you are requesting information.
Select date/location & complete form below. Then, click on 'Send'
Additional Information:
After submitting your online registration you will receive registration confirmation and invoice within 7-10 business days. You may pay by credit card or check. Confirmation information will also include location and other pertinent course information.
Always state priority code XNBB to your customer service representative when registering directly by phone.
Note: Prices are subject to change without notice. To confirm the price of your session, select the session above and click “Send”. Discounts apply for groups of two or more people. Call for details. Federal government employees are eligible for special GSA pricing for many seminars.
AMA's main conference centers
Seminars scheduled for the cities below are held at the locations listed below. For location information for other cities in which AMA seminars are held please call or email for information.
New York
AMA executive Conference Center
1601 Broadway New York, NY 10019
American Management Association (Located in the same building as the Crowne Plaza Hotel) 1601 Broadway On Broadway and 48th Street near Times Square. Entrance is on 48th Street.
Chicago
AMA executive Conference Center (adjacent to the Marroitt O'Hare)
8655 west higgins rd
Chicago, IL 60631
San Francisco
AMA executive Conference Center is located in San Francisco Marriott Hotel
55 Fourth Street 2nd Level
San Francisco, CA 94103
Atlanta
AMA Executive Conference Center
Address: 1170 Peachtree Street Ne Cnr Peachtree & 14th (3rd Flr)
City, State, Zip: Atlanta, GA 30309
Washington, DC
Arlington, Virginia
2345 Crystal Drive, Suite 200
Arlington, VA 22202
If you are not paying via credit card, you will receive an invoice with payment instructions.
Cancellation Policy:
If you cannot attend a seminar you can contact AMA in advance to transfer to a future session, or you can send someone to take your place. If you need to cancel your attendance, AMA will give you a complete refund if you cancel more than three weeks before your seminar begins. To cancel, simply email us at
. If you cancel with less than three weeks’ advance notice, you will be liable for the entire seminar fee. Once your payment has been received, you may request a courtesy transfer to use at any future AMA seminar of equal or lesser length. The courtesy transfer must be used within one year of the date of your originally scheduled seminar. In fairness to all attendees, if you do not attend a seminar session for which you are confirmed and do not contact AMA to cancel in advance, you will be charged the entire seminar fee.
AMA grants courtesy transfers to people who cannot attend their scheduled sessions. You can use a courtesy transfer for any seminar of equal or lesser length than the original seminar. You must use your courtesy transfer within one year of the date of your originally scheduled seminar.
AMA guarantees the quality of our seminars. If, for any reason, you are not satisfied with a seminar for which you have paid, AMA will give you credit toward another seminar of comparable price or will refund your fee.
You can also register by emailing your registration information to us at
or calling us at 919-847-0331.