Excellent customer service is crucial for good business. 91% of customers with a negative service experience will not willingly do business with you again. And since winning a new customer is 6-7 times more expensive than keeping a current one, there is little room for poor or even mediocre customer service.
In 5 Star Service, you will learn to deal with internal and external distractions, to listen for the meaning behind customers’ communications, and to respond professionally to difficult customers of any type. We will also practice a six-step problem solving process and round out the agenda with a brainstorm on adding a special touch to customer interactions.
After completing this course, participants will be able to:
- Determine customer expectations and needs
- Deal effectively with upset customers
- Use positive language to enhance the customer relationship
- Solve customer problems using a six-step process