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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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Page last updated:  June 1, 2006