Your staff must obviously be professional in their service. But the customer
deserves more. The staff must understand that the experience, not just the product,
is the ultimate measure of customer satisfaction. That experience starts with
the guest/customers first impression and is enhanced and nurtured by
the atmosphere, the mood, and the environment created by customer service personnel.
As each element builds on the other, your customer service team creates a memorable
experience for your guests/customers to remember, return for and share with
others.
Workshop Objectives:
Award Winning Customer Service will guide your staff on how to create lasting,
memorable impressions of an experience that not only met your guest/customers
expectations, but went well beyond.
A) Introduction to the program
B) Going Beyond Products and Services
- What You were Hired to Do
- What You are Expected to Do
- What the Customers Expect You to Do
C) Creating a True Customer Experience: Understanding Customer Needs
- First Impressions and Lasting Impressions
- Creating the Environment
- Defining the Atmosphere and Mood
- Sustaining the Event
- Imprinting the Impression
D) Knowledge = Impression = Service = Sales
- Learning What your Customers Want
- Demonstrating You Understand their Needs
- Exceeding Their Expectations
- Up-selling Additional Experiences (Not Just Products!)
E) Review & Summary
As always, each program is tailored to your company, your industry and your
people. In addition, each program incorporates the skills and tools utilized
by your top achievers.
For more information, call 212-683-1834 or Email us at info@salestraininganddevelopment.com