Customer Service Strategies
Customer service representatives are the front line of today’s workforce. This workshop helps your employees use active listening techniques to understand their customers and to reach mutually beneficial outcomes.
Purpose
Strong customer relationships impact an organization’s bottom line more than any ad campaign or public relations effort. Most companies know that a satisfied customer translates directly to increased profits. Dissatisfied customers produce devastating ripple effects.
Customer loyalty is the key to building a thriving business. Companies create loyalty by building long term relationships of trust. These relationships lead to new business and satisfied customers.
Outcomes
For Participants:
- Understand what motivates customers.
- De-escalate customer complaints and appropriately respond to cues.
- Implement win-win outcomes and help customers recognize how they will benefit.
- Confidently uncover and resolve new customer issues as they arise.
- Create brand advocates through better customer intimacy.
For the Company:
- Improved customer retention.
- Higher employee engagement.
- Decreased employee turnover.
- More efficient resolution of customer issues.
Content
- Understanding Customer Motivation
- Active Listening Techniques
- Compelling Communication
- Reducing Stress