Customer Service Program Outline

Taking the “Cuss” Out of Customer Service:
How To Keep Customers Through Exceptional Customer Service


What is the big deal about customer service?

  • The employee’s perspective
  • The company’s perspective
  • The customer’s perspective
  • The 6 reasons we lose customers
  • Why we want the customer to complain
  • Why customers get upset – The List
  • How to avoid some of the major upsets

If the internal customer is unhappy the external customer always pays for it.

  • Defining your real customer
  • How to say no without hurting someone’s feelings
  • 5 ways to get others to accept your requests and buy into your ideas
  • How to confront a co-worker without antagonizing

Dealing with the difficult Customer Communication problems

  • Knowing what the customer wants
  • The 4 minute rule
  • I know what I mean, but do you?
  • How to use the 3 F’s in customer service
  • A look at the powerful non-verbal’s
  • The difference between common sense and working knowledge
  • Words that are guaranteed to get you in trouble
  • How to avoid fight starters
  • How to keep a confrontation from escalating
  • How to defuse an angry customer
  • Don’t let them “shop” you
  • What you can say to yourself after a confrontation

Establishing a Customer service preventative maintenance program

  • What do customers want in person?
  • What do customers want on the phone?
  • Making sure customers get what they want
  • How to use the easy rule of customer sales and service
  • The supervisor’s perspective
  • Understanding the ABC’s of customer service
  • The three D’s of management
  • How to spot customer service burnout
  • How to get the customer service message across
  • Ten techniques to get everyone to buy into a customer service program

Audience Versions: leadership, management, HR, sales management, sales, general Audience
Format: keynote, breakout, full day

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Click to see a video of one of Mike’s customized sales meeting programs
Call Mike at 704.875.3030 or click to send him a message.