Customer Service
by a certified BIS presenter
Offering great service is necessary for customer retention and revenue growth. With the increase in competition that results from a global marketplace, you must either treat your customers well or risk being replaced by another company that will.
In this session, you will learn about:
- Memory impact- Customers remember experiences that are emotionally charged either positively or negatively. We will discuss ways that you can increase the number of positive emotional experiences that your customers have and decrease the negative ones.
- Creative improvement- As a group, we collectively discuss ways to improve your customers' experiences.
- Change processes- Ongoing improvements are necessary to stay ahead of your competition. We will discuss ways that your team can implement effective change processes to greatly improve customer service.
- Dealing with difficult customers - Regardless of your business, it is likely that someone in your organization will have to work with dissatisfied customers. We discuss proven methods for turning unhappy customers into satisfied, long term customers.
- How to deal with stress - Many jobs are stressful, but few people realize how stressful a customer service position can be. We will discuss five techniques for dealing with job stress.
- Building Confidence - Confidence is crucial when dealing with customers. We will discuss ways that you can build your confidence.
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