Dates:
To be Announced

.

Location:
TU Campus

Fee:
Early bird rate:

$425 per person
 

$375 per person groups of 3 or more

Call for in-house or train the trainer proposal

918.631.2784

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Seminar Outline:

Module 1: Blazing the Service Path

• Identify your personal service style and quality

• Describe the blazing customer experience

• Avoid the smoldering customer experience

Module 2: Thinking Like Your Customer

• Internalize your organization's customer service markers

• Manage the customer's expectations and experience

• Engage customer loyalty with blazing service

Module 3: Winning Customer Hearts and Minds

• Provide appropriate empathy to customers

• Recognize customer types and needs

• Apply the seven behaviors that engage customers

Module 4: Solving Customer Problems

• "Own" the problem and the solution

• Apply a 5-step model to resolve customer issues

• Give options to engage customer satisfaction

Module 5: Handling the Heat

• Defuse customer anger

• Manage your emotions in the face of unreasonable demands

• Transform heated emotions to resolved problems

Module 6: Fixing the Systems

• Identify system issues that require attention

• Communicate issues without blame or judgment

• Recommend service enhancements

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