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Telewebinar

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Q How did the “Delivering Outrageous Customer Service” workshop originate?
A During my 5+ years of delivering workshops across Canada, the 2 most consistent requests have been “How do I deal with difficult customers?” and, “Where can I learn the basics of good customer service?” This telewebinar is the response to that request.

Q What is the “Delivering Outrageous Customer Service” telewebinar?
A This telewebinar teaches the basic fundamentals of customer service.It covers:

Part 1: Major Attitude Session for owners and employees covering:

• Do they love what they do?
• Do they love people or do they belong in a cubicle?
• Are they in a rut? · Are they working here until they get a REAL job?
• Do they know how they are affecting their colleagues and their customers?
• Are you a professional?

This portion challenges the audience to ponder their life in the “Customer Service” arena. It challenges the “fence sitters” to make up their mind where they should be. It can be either exhilarating or a sobering experience depending on their attitude.

Caution: Some may conclude “Customer Service” is not their cup of tea.

Part 2: Fundamentals of Customer Service

• Hello, welcome to. . .
  1. Using and Remembering Names
  2. Making Conversation
  3. Avoiding the dreaded “May I help you?
• You don’t have a second chance to create a first impression
  1. Making your first impression a memorable one
  2. Simple ways to “Wow” Customers
  3. The K.I.S.S. strategy
  4. Intuitive body language
  5. Going from Serving to Helping
  6. Dealing With Difficult Customers
  7. How to neutralize the emotional situation
  8. Simple phrases to get the customer on your side
  9. What to say when you can't deliver on time
  10. Closing moments of the conversation
• Engineering the Customer Experience
  1. The choreography of “Wow”
  2. Where to begin?
  3. Who does it well?
  4. Power of Words!!

Part 3: Brainstorming Sessions

This powerful session covers the constant request from past workshops, “How do I handle difficult customers?” and allows everyone to contribute to the process

• If you are a business owner or manager, it is suggested that you attend with your employees, as your presence during the attitude session, and the brainstorming sessions will allow you to help your employees gain confidence in their abilities.
• If you are a seasoned professional, then this could be a refresher course on areas you may have forgotten, and the brainstorming sessions will give you greater insights.

We all need to be reminded from time-to-time on the proper etiquette in dealing with customers, and this workshop reminds us how to treat our customers, and earn their loyalty.

Q Why should I attend this telewebinar?
A For the following reasons:

• You will enhance your skills and your ability to handle customer problems.
• You will become adept at recovering customers who may have slipped through the cracks.
• You will become a more confident person while dealing with customers
• You will enhance your professional ability.

For more information contact me here.

If you are interested in finding out more about my workshops or in scheduling a presentation, please request a complimentary consultation here.