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Customer Service for Tribal Organizations


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
Customer Satisfaction
  • Why customer satisfaction matters
  • Increasing satisfaction
  • Meeting and exceeding expectations
Establishing a Customer Service Philosophy
  • Is the customer always right?
  • Identifying our goals
  • Evaluating our current performance
Customer Service Principles
  • "Moments of Truth"
  • Knowing customer needs
  • Points of encounter
  • Creating service standards
Communication Skills
  • What do we call ourselves and our customers?
  • Desirable and undesirable ways to refer to customers
  • Communication Styles Assessment
Listening Skills
  • Diagnosing before you prescribe
  • Levels of listening
  • Autobiographical responses
  • Empathetic listening
  • Listening self-evaluation
Strategies for Success
  • 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
Business Writing
  • The writing process
  • Editing tips
  • The 10 commandments of business writing
  • Writing great memos
Dealing with Difficult Customers
  • Working with difficult people
  • Identifying potential problem points
  • Avoiding conflict situations
  • Diffusing stressful situations
  • Providing satisfaction
  • Practical problem solving
Topics subject to change
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