Advanced Customer Service Management

(Objectives)

The art of building lasting rapport and lasting relationships with colleagues, customers and friends
How to modify your own behavior to match other’s
The model for establishing good working relationships
An ability to influence with integrity
An ability to use influencing skills and techniques to build ongoing and long term relationships with key customers
To be able to create and adapt crystal clear models for communication between your organization and it’s customers
How to build co-operation and commitment
A greater understanding of your customers’ needs and how to satisfy them
An ability to tailor services to meet your customers needs
Long term relationships between your organization and it’s customers
An ability to be more versatile in every customer facing situation
The ability to recognize behaviors that may cause conflict in the future, enabling you to defuse awkward, and sometimes critical, confrontations with colleagues and customers alike

(Participants)

Anyone who provides services, products or information to internal, or external customers including personnel from:
- training, customer service, sales professionals, technical and support personnel, accountants, field services representatives, finance and credit controllers, reception, front-line staff, marketing, communication specialists, public relations personnel and anyone who will ever need to influence others, either socially or commercially

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Day 1 - The world of customer service excellence Customer service and what it means
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Day 2 - Gaining a greater understanding of your company From judgments to behavioral flexibility
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Day 3 - What is crystal clear communication? Communication excellence through powerful listening and questioning techniques
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Day 4 - Influencing with integrity The importance of value sets in modern day business Influencing the Influencers and high fliers
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