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