Customer Service Recovery: Converting Unhappy Customers to Buyer

Audience

• Executives
• Managers
• Salespeople
• Customer Service Representatives
• Professionals who work as Technical Support, Hot Line, or Help Desk
• Professionals who work on a Team
• Operators, Receptionists, Administrative or Sales Assistants
• Everyone in a Customer Focused Organization

There are two major reasons to deliver customer service: repeat business and happiness. Sales turn prospects into new customers. Service turns new customers into repeat customers. Service also makes customers happy! Happy customers are much easier to deal with than irate customers. And happy customers are almost always giving you a lower cost base to maintain. This training program is for professionals who want to make a significant contribution to their company's image or bottom line and make their own lives easier.

By the end of this training, participants will be able to:

• Deal with customer dissatisfaction, especially during service failure
• Enhance service recovery mechanisms
• Prioritize and focus on the top expectations of customers;
• Develop a personalized strategy for improving listening skills;
• Communicate more effectively with customers
• Close customer service gap

Targeting expectations and recovery

• Expectation exercise
• Introduction: the “PRE” – the front end before complaints or failure
• Customer Service is an Attitude not a Department
  • Internal and External Customers
• Customer Expectations
  • The 2 dimensions: rational and irrational
  • Focusing and Prioritizing the Top Expectations of Customers
  • Creating a Service Mission Statement to stay Focused
  • Handling objections, defuse conflicts and service recovery techniques
• Listening Skills
  • Three Styles of Listening
  • Removing Obstacles to Listening
  • Techniques in asking Questions
  • Practicing Great Listening Habits
• Communication Skills
  • How to bring customer on our side
  • The “Triple F” technique
• Summary