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Full course description
Wednesday, February 13, 2019
The Enterprise Center at Salem State University
Whether your customer is across the country or across the hall, understanding and meeting their needs is the first and last step to success. External customers drive sales and growth. Internal customers are the key to efficiency and profitability. We can all contribute to the success of our organization by winning over customers with superior products and delivering outstanding customer service.
This one-day program will cover:
Part 1: Winning with the Customer
Do You Have What It Takes to Win with the Customer?
Comparing Customer Service to a Refrigerator
What Is Quality Customer Service?
Four Reasons Why Quality Service is Important
Adopting a Customer Service Perspective
Why Winning at Customer Service is Important to You
Part 2: Showing a Positive Attitude
Why a Positive Attitude Is Important
Communicate Your Best Image
Monitoring the Sound of Your Voice
Using the Telephone Effectively
Summary and Follow-Up
Part 3: Identifying Customer Needs
Identifying Customer Needs
Understanding Basic Needs
Recognizing Customer Timing Requirements
Stay One Step Ahead of Your Customers
Using a CRM System
Part 4: Providing for the Needs of Your Customers
Providing for Your Customers' Needs
Meeting Basic Customer Service Needs
Performing Important Backup Duties
Sending Clear Messages
Saying the Right Thing
Selling Your Organization's Uniqueness
Meeting the Computer Challenge
Preparing for the Unexpected
Part 5: Making Sure Your Customers Return
Making Sure Your Customers Return
Soliciting Customer Feedback
Handling Complaints Effectively
Getting Difficult Customers on Your Side
Taking That One Extra Service Step
Reviewing the Actions that Cause a Customer to Return
Striving for Quality Customer Service
NOTE: A parking permit will be emailed to all registered/paid participants shortly before the class date.
In-Person Class Refund Policy:100% refund before the first class meeting; 50% before the second class meeting. No refunds after the second class meeting.
Online Class Refund Policy: In the case of a Salem State Online class, 100% refund before the scheduled start date. No refunds once the Salem State Online class begins. For all other online classes (Gatlin, Ed2go, or MindEdge) no refunds of any kind will be issued). Please call Andrea DiVirgilio at 978-542-6302 for more information