Customer Service

As we all know, it costs several times more to gain a new customer than to keep an existing one. In today’s fast-paced business environment, customers often come away from service encounters feeling disappointed. Our workshops are designed to help service professionals show customers they care about them and their needs.

Successful Customer Calls (Two Days)

Targeted at inside sales and service professionals who conduct business primarily on the telephone, Successful Customer Calls utilizes a variety of learning activities, to reinforce three vital aspects of service: The Human, The Content, and the Internal Dimensions.

Typical audiences for Successful Customer Calls include:

• Inside Sales Staff
• Technical Support Staff
• Customer Service Reps
• Order Entry Personnel
• Sales Support Staff
• Help Desk Personnel

Unlike many workshops that feature either sales OR service, Successful Customer Calls intertwines these closely related topics to increase participants’ mastery in both areas. The workshop helps participants:

• Improve problem solving skills with both internal and external customers.
• Recognize opportunities to “sell up" or cross sell the services your organization offers.
• Increase professionalism and self-confidence.
• Better handle the challenges of the service job.

Successful Customer Calls has four modules which can be conducted in half-day intervals or in a consecutive two-day format. Learning activities include practice sessions using participants’ own “real world" customer situations. In addition, they hear audio demonstrations, take part in small group exercises, and take skill review “quizzes." The user-friendly workbook includes planning and application tools which can be used back on the job to reinforce learning.

Winning Service Strategies (One Day)

This program is specifically designed for customer service professionals, and contains many of the service related concepts noted above. The emphasis of the program is on enhancing communication skills whether on the telephone or in person. Opening and closing service interactions professionally, using powerful probing and active listening skills, and managing objections and complaints in a win-win manner are all central themes of the program. A variety of learning activities keep participants engaged. They include:

• Short lectures and discussions
• Workbook exercises
• Case studies
• Practice sessions

This high impact program provides your organization with a common “language of service" which helps with reinforcing the skills learned long after the workshop is over.

Contact carol@interactionconsulting.com for more information.