Now, more then ever, customer service determines the loyalty quotient of our client base. A recent survey shows that as a nation, Americans, have come to expect poor customer service. Effective training of our customer service team will further distinguish you from the competition and continue to create a culture within the organization that fosters customer loyalty.

Topics covered are:

Providing Customer Service Excellence
In this module we go beyond “customer care” and define what specific elements are important to providing excellent service. Participants will work together to define clear objectfiable components that they will be held accountable for and will use throughout the organization.

Using a Proven Customer Service Process That Works
Further clarification is given to your organization’s customer service process. Each element is examined that contributes to the resolution of your client’s issues effectively – the initial greeting, how to determine the business and emotional need, offering suggestions and solutions, resolving problems and complaints, conclusion and follow-up.

Personalizing Customer Care
Every successful organization serves a variety of customers. Those companies that lead their industry have an effective way to personalize customer service. We will show you how to provide personalized customer care so that your customers will keep coming back.

Resolving Conflict
“It costs five times as much to attract a new customer as it costs to keep an old one.” – Customer Service Solutions, Inc. Training the customer service team to effectively respond to complaints and resolve conflict is critical to the success of any organization. Participants will learn how to diffuse the conversation, further clarify the complaint, effectively respond to the issue and solidify the relationship.

External versus Internal Customers
Taking an objective look at how we care for our customers external to the organization as well as those we service internally. Participants are encouraged to define which relationships are weakened by poor customer service and then put together a game plan that will address the critical issues.

Customer Service Certification Program
Customer service is reported to represent 68% of the business interactions within the U.S. economy. Yet there are no determined standards for the customer service industry serving as guidelines. Organizations simply rely on their individual employee’s abilities to relate with the public and as we know not able to provide a consistent manner in dealing with customers. Through years of research, working in customer service departments, training thousands of clients in providing service excellence Training Axis has developed a set of best practices for providing excellent customer service.

Customer Service Policies and Procedures
Without the proper foundation of customer service policies and procedures, no amount of customer service training will affect change. Consideration must be given to the underlying infrastructure, making sure your organization or department’s goal of customer centric service is achieved.

Growing Your Client Base
The current business climate demands that organizations grow and leverage their current client base. Often this is in the hands of people who are not familiar with the sales process. Instead they address problems and provide answers. This training assists your customer service agents to go to the next level and not only resolve your customer’s inquiries but provide added service and suggest additional items.