Customer ServicePLUS

Do you have good customer service reps, but you know they can be better?  What’s the difference between good and great?  Being a great customer service agent, co-worker and employee is more than doing what’s expected.  It’s going beyond average into extraordinary.

In Customer ServicePLUS, we build on solid customer service skills and explore the importance of having an ownership mentality along with the power of true engagement in our work.

Customer ServicePLUS training includes:

Solutions Oriented Thinking

• Being proactive and creating solutions independently
• The power of Choice over thoughts, habits and behavior
• Moments of Truth for creating solutions – asking “What’s Important Now?”

Building Rapport with Customers

• The importance of showing Care, Attention, Respect and developing Trust
• Making customers feel valued
• Creating a connection to increase efficiency

Active Listening

• The power of F.O.C.U.S. in effective listening
• Avoiding ‘auto-pilot’ and making incorrect assumptions
• Dos and Don’ts for ensuring clear communication

Dissatisfied and Irate Callers – Beyond the Basics

• What creates irate callers and how to apply empathy and understanding
• How client retention is affected by meeting or missing customer expectations
• Seeing complaints as an opportunity for Service Recovery and customer loyalty

Email Etiquette and Organization

• Making the best impression with professional, concise and effective email
• Email “Dos and Don’ts” – spelling, grammar and other common errors
• Tips for organization and efficiency – filters, folders and other time savers

Personal Accountability and Ownership Mentality

• Transforming excuses into taking responsibility
• Attitude and Character – who we are when no one is looking
• Changing a “whatever” attitude into “whatever it takes”