FANATICALLY RELENTLESS CUSTOMER SERVICE WORKSHOP
Successful organizations understand that delivering a memorable customer experience is the pathway to increased market share, profitability and earning the loyalty of its customers. Expectations are steadily increasing and customers have more choices than they’ve ever had before. In today’s “copy-cat” economy, the only way to break away from the pack and differentiate from your competitors is by exceeding the expectations of your customers at each point of interaction they have with your company. Delivering a consistent, memorable customer service experience is the only true sustainable competitive advantage!

This workshop will help employees understand the importance of delivering exceptional customer service and how significant their roles are to making the customer experience come to life within your organization. During this workshop participants will learn how to deliver Moments of Impact, enhance verbal and non-verbal communication skills, phone and e-mail etiquette, helpful techniques for handling irate customers and the value of effective service recovery and much more.

Participants will learn how to:

• Enhance customer satisfaction, loyalty and retention.
• Make every "Moment of Impact" count.
• Be empowered to take care of every customer.
• Become resolution experts.
• Handle irate customers and not lose control.
• Enhance communication and team effectiveness.

With just one day’s investment, we can take your customer satisfaction to new heights. Learn how to turn every customer into an advocate for your product or service. Set your company apart from the rest and learn how break-through companies make customer experiences come to life everyday.

The Good, the Bad and the Ugly

• The evolution of customer service
• What customers expect today
• Who is doing it right

Fanatically Relentless Customer Service

• FRCS defined
• The "Boomerang Effect"
• Word-of-mouth, advocacy and advertising at $0 cost

It's All About the Experience

• Your role in creating the customer experience
• Walking in the customers' shoes
• Moments of Impact
• The "Cracker Jack" Principle

What Are You Made Of?

• Understanding your customer service style
• Applying your customer service style

Handling the Heat

• Dealing with irate customers
• The art of active listening
• Triple-A service recovery process
• The power of empowerment

It’s Not What You Say…

• The ten one-liners to always avoid
• Positive non-verbal communication
• Telephone and e-mail etiquette

It’s What’s Inside that Counts

• Advantages of internal customer service
• Delivering internal customer service
• Tips to maintaining a positive attitude
• How to avoid customer service burn-out

To find out more about how your company can take advantage of Fanatically Relentless Customer Service, contact us at info@theprofessionaladvantage.com or by phone at (952) 886-7230.