Secret Shopping
Statistics have shown that more than 90% of our customers will not complain when they are dissatisfied—they’ll simply take their business elsewhere, leaving your company scratching its head, wondering what it did wrong. One of the most effective ways to uncover areas where your organization can improve is to employ secret shopping. In this course, learn what ‘secret’ and ‘mystery’ shopping is and how using this valuable measuring stick can help your organization improve customer service and enhance customer loyalty.
Branding Your Customer Service Delivery
What makes your customer service experience unique? How do you stand out from your competition? In this thought-provoking session, we will discuss the importance of providing legendary service and introduce key principles for developing a service culture within your organization. Learn how to develop and maintain quality service standards to help your team meet the most detailed needs of your customer, and set yourself apart from the competition by developing your own signature service style!
Call Center Training
When customers call your place of business, do they receive a gracious hello within two ringy-dingies? Learn effective skills that will empower call center agents to delight clients, call after call, by utilizing positive language and top-notch service to convey and ask for important information. Shorten call times, increase revenue, and boost morale. Ernestine would be proud.
Customer Service Training 101
Who signs your paycheck? Your customers do! The best way to make sure they continue signing those checks is to show them how much you value them by exceeding their expectations. In this session, learn how to wow your customers with each and every interaction in order to not only create memorable experiences for your customers but encourage their repeat business too. Participants in this workshop are encouraged to share their current customer service programs to learn from each other and will study great service providers like Ritz Carlton, Disney, Southwest Airlines and more. Participants of this course will leave with many helpful tips for creating their own service guidelines to keep customers coming back for more.
Dealing with Difficult Customers
Only in our dreams are all of our customers easy to please! While difficult customers are a reality of doing business, they don’t have to fluster or frustrate you. Learn in this session how to understand customers’ reasons for anger and dissatisfaction. We’ll discuss the most common customer complaints and learn four effective steps for resolving customer conflict with a professional demeanor. Keep your cool, and theirs, intact!
Managing Customer Service and Loyalty
Great service naturally yields greater profits. Even just a 5% increase in customer retention can boost revenues between 25-125%. Learn how to keep your customers coming back for more by effectively managing your organization’s service delivery and product promotion. In this course, we will review management strategies, including establishing service standards, offering staff training and recognition, and measuring service delivery. Additionally, we will target key ways to prepare your staff for top-notch service delivery through standards and skills such as listening and seeking out customer feedback via comment cards, audits, and secret shopping.
