Customer Service
Training Program

MODULE 01

Dealing With Different Behavior Styles

• How to identify them.
• How to deal with each style
• How to develop rapport and trust quickly and effectively with all four styles.
• Understanding, identifying and adapting to your internal and external customers.
• Understanding your style (self-analysis).

MODULE 02

Selling Benefits With Power Messaging

• How to sell benefits back to your customer.
• How to appeal to the decision-making process.
• The two emotions all customers “buy” from.
• Articulating our meaningful point of difference in the marketplace.

MODULE 03

Communication Skills

• Questioning methods.
• Determining a customer fit by asking the right questions.
• Different questions elicit a different response.

MODULE 04

Taking Time To Listen

• 3 ways to increase our listening skills.
• Listening to understand verses to be understood.
• Methods to improve your listening skills.

MODULE 05

Handling Objections & Conflict

• What an objection really is.
• How to handle tough objections.
• Getting to yes agreement selling.
• A simple 5-step procedure for fielding tough questions.

MODULE 06

Customer Service

• What is customer service.
• Examples of other corporations with excellent customer service.

MODULE 07

Making Serving Others Your Top Priority

• Find out what the customer wants and make sure they get it.
• Customers are the boss, “They are why we are here”

MODULE 08

Attitude

• How you think about your customer is how you will treat them.
• You are the face of the company with every customer you come in contact with.
• You are in show business, you always have to be on, play the part.
• You get back what you put out so smile and be upbeat and positive.

MODULE 09

Consistency

• Comes from setting high standards and keeping them a non-negotiable.
• Customer service is about ordinary people doing ordinary things extraordinarily well.
• Everything you do ends up in front of the customer “so do it well”.

MODULE 10

Teamwork

• A team is a group of people who do out of their way to make each other look good.
• Look for ways to make each other look good.
• Serving others is a noble profession.
• Great customer service is having the courage to do what’s right.

MODULE 11

How To Improve Customer Service

• The three things we can do to improve and maintain good customer service.
• The top 10 service attributes of importance to customer.

MODULE 12

The Importance Of Attitude

• Importance of Attitude.
• How to Create a Positive Environment.
• Making it “Stick” – commitment, be it, coach it.

MODULE 13

After Sale Support And Service

• The benefits to your customers.
• The benefits to YOU.
• The 3 R’s.
• Why we must manage customer expectations.

LESSON 14

How To Develop And Maintain A Positive Attitude

• How to keep the drive alive.
• Talk yourself up.
• The psychology of winning.
• The importance of attitude.