Customer Service for Tribal Organizations
||July 25 - 26, 2013
||Las Vegas, NV
||Westin Las Vegas (160 E. Flamingo Rd)
||For a room rate of $89, please call 866-837-4215 by June 28 and mention Falmouth Institute.
A customer who has a good experience will tell three to five people on average. A customer who has a bad experience will tell eight to ten. Do you have what it takes to ensure your customers come away raving rather than ranting? Attend this class and you’ll leave equipped with strategies to ensure every customer is a repeat customer.
If you’re looking for a way to increase your bottom line, this class is for you. Allow our expert instructor to guide you through hands-on role-playing exercises designed to change the way you think about customer care. From dealing with difficult people to setting daily habits that will keep customers coming back again and again, this class teaches you everything you need to know about the fundamentals of excellent customer service. You’ll learn how to avoid problems before they even arise, and how to communicate in ways that make customers feel that they are always right, even when it’s impossible or impractical to satisfy their every need.
This class is a must for anyone in your tribal organization who interfaces with customers face-to-face, over the phone, by mail or via email/chat. Register today.
|T O P I C S I N C L U D E
|Who Is A Customer?
- Identifying your customers
- How we define “customer”
- What customers look for
Establishing a Customer Service Philosophy
- Why customer satisfaction matters
- Increasing satisfaction
- Meeting and exceeding expectations
Customer Service Principles
- Is the customer always right?
- Identifying our goals
- Evaluating our current performance
- "Moments of Truth"
- Knowing customer needs
- Points of encounter
- Creating service standards
- What do we call ourselves and our customers?
- Desirable and undesirable ways to refer to customers
- Communication Styles Assessment
Strategies for Success
- Diagnosing before you prescribe
- Levels of listening
- Autobiographical responses
- Empathetic listening
- Listening self-evaluation
- Asking the right questions
- Using “smile opportunities”
- Doing more than is expected of you
- Accepting responsibility
- Following up
- Assuring efforts and results
- Offering choices
- Radio silence
|E-mail and Telephone Etiquette
- Avoiding the top 12 email mistakes
- Before you pick up the phone
- Dealing with a hostile caller
Dealing with Difficult Customers
- The writing process
- Editing tips
- The 10 commandments of business writing
- Writing great memos
Topics subject to change
- Working with difficult people
- Identifying potential problem points
- Avoiding conflict situations
- Diffusing stressful situations
- Providing satisfaction
- Practical problem solving