Customer Relations and Awesome Service

Course Number: 114-KM
Recommended Duration: 1 Day

Intended Audience: All Employees

Course Overview

The key ingredient to all effective customer relations is the self-esteem and enthusiasm of the giver of service to the recipient of that service. Therefore, the first aspect of learning effective customer service skills is to develop a staff of highly energized people with a high self-esteem quotient. Self-esteem is the single most important factor influencing our ability to achieve personal and professional success. It also greatly influences an individual’s ability to contribute to a team. This course helps to increase the level of self-esteem in individuals and to remove the barriers which keep them from reaching their full personal and professional potential.

Objectives

As a result of taking this course, you will learn to:

• Understand the key elements of self-esteem
• Increase the self-esteem and performance levels of team members
• Decrease intra-staff conflict
• Unleash your energy for performing effective customer service
• Expand your confidence to take on increased responsibility, investment, and leadership within the organization
• Achieve corporate objectives with enthusiasm and energy
• Increase customer satisfaction

Prerequisites: None

Topics

Morning Session

• Dealing with self-esteem
• Causes of low self-esteem
• Developing a personal “self-confidence quotient”
• Developing a team “group confidence quotient”
• Characteristics of individuals and teams with high self-esteem
• Strategies for increasing and maximizing self-esteem
• The vital link between self-esteem and performance
• Creating an organization that re-energizes employee self-esteem

Afternoon Session

• Hidden keys to customer satisfaction
• How to communicate empathy and still set limits with customers
• Communication scripts that work with most customers
• How to exceed the expectations of people seeking your services
• How to not be pulled down by negative customers/clientele
• How to diffuse disruptive emotions expressed by customers/clientele
• How to lead the field in your profession

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