"The Audit Community's First Stop for
Professional Speaking, Consulting and Training Services"
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Introduction: Advanced Customer Service Training
Good companies must be clear about
what they are doing that elicits a positive customer response and what
they are doing that does not. What are your company's strengths and
weaknesses? How do you get to the next level of competence? This workshop
will faciliate an understanding of those competencies and weaknesses
and develop an action plan to move you to the next level of competence
and 4-star customer service. It will focus on five key areas in a one-day
workshop format.
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ADVANCED
CUSTOMER SERVICE TRAINING
I. ACCOUNTABILITY (a core requirement for customer service, and business
and personal success)
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Create, Promote, Allow |
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Accountability/Victim Cycles |
II. ANTICIPATE (what can you anticipate customers will want from
you and how can you be proactive in meeting their needs?)
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New situations, e.g., expanded services |
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Understanding different types of people |
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Decisive |
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Influenctial |
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Stable |
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Conscientious/Detailed |
III. PROACTIVE
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How does anticipation translate into action? What does it
mean to be proactive? |
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Developing a sense of proactivity and taking action quickly |
IV. GIVING BAD NEWS
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How not to upset your customers when you have to say no. |
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The steps to giving bad news |
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Scenario work (e.g., for a bank, how to turn someone down
for a loan) |
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Are you sure you have to say no, or are you simply not thinking
creatively? |
V. TURNING AROUND UPSET CUSTOMERS
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The JPA step-by-step process for customer defusion |
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Exercises in small groups |
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Quick brainstorming with whole group |
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Other practical tips |
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2002 JPA International, 5054 Avenida de la Plata, Oceanside, CA 92057
(760) 945-9767 FAX (760) 945-9714 E-mail: JPAjoan@aol.com |