CUSTOMER SERVICE SATISFACTION

To do a superior job it is necessary to go beyond service and strive for customer satisfaction. You shortchange yourself, your co-workers, and your customers if you are content with merely providing customer service. What most people don’t realize is that superior customer satisfaction skills add to every area of your life because they are really relationship skills. Once you determine what your customers want and need, establish specific targets and achieve them, you are on your way to building long-term customer relationship. To provide Superior service3 you need to know how to solve problems, deal with frustrations and stress, give and take feedback, avoid blaming others, and communicate more effectively.

CUSTOMER SERVICE SATISFACTION is full of exercises and practical, proven techniques to teach you how to prevent burnout, build confidence, and open the door to repeat business. The rewards are long-term, mutually satisfying relationships!

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Course Outline

Contents

Part I: Clearing the Barriers

• How Customer Relationship Skills Can Build Your Success

1. Building Customer Relationships for Repeat Business
2. Success Stories 

• Dealing with Difficult People

1. Job Frustrations and difficult People
2. The Secret of Success
3. Save Time by Taking Situations Professionally
4. Keep the Spotlight on the Issue

• Burnout – Threat to Customer Satisfaction

1. Eight Common Signs of Burnout
2. Additional Signs of Burnout
3. Five Techniques for Preventing Burnout

• The Secret to Getting More Cooperation

1. Updating your Beliefs
2. A Selfish and Successful Strategy for Getting More Cooperation
3. Roadblocks to Avoid
4. Working as Partners-Treating your Boss as a Customer

Part II: Building the Foundation

• The Problem with Customer Service

1. Satisfaction is Defined by the Customer
2. Meet the Requirements of the People You Serve
3. Customer Satisfaction is Easier When You Have Targets
4. A Shortcut for Defining Targets
5. The Pleasant Payoff

• The Customer is not Always Right, But

1. The Customer is Always the Customer
2. Blaming-A Barrier to problem Solving
3. Shortcut to Stopping the Blame Habit
4. Seven Practical Steps to Customer Problem Solving

Part III: Using The Tools

• Getting What You Want

1. Make it Easy for Others to Cooperate with you
2. Six Cooperation Techniques

• Building Motivation with Customer Feedback

1. People Need to Know How They are Doing
2. A Simple System for Obtaining Feedback
3. Protect Yourself with Ongoing Feedback
4. Get Systematic Feedback from Your Customers
5. The Best Kind of Customer Feedback
6. Talk About Customer Feedback

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Upcoming Workshops

Email us at accounts@trustedu.com for the workshop outlines.

August Public Workshops

September Public Workshops

October Public Workshops

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