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Customer Service 101  "A Golden Key to Outstanding Service"™

"If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends."
                                                                                                                                JEFF BEZOS

Why Consider this Course?

Dissatisfied customers will tell an average of 10 other people about their bad experience

It costs three times more money to attract a new customer that it does to keep and existing one 

If 20 customers are dissatisfied with a company's service, 19 won't tell you and 14 will simply take their business elsewhere 

Up to 96% of dissatisfied customers will not tell a company why they are dissatisfied

The first 30 seconds of contact set the tone for the remainder of the contact.  The last 30 seconds of the contact are critical to establishing lasting rapport

50%-90% of dissatisfied customers become loyal customers again if their complaints are handled well and quickly

In Short, Customer Service 101 training may be the GOLDEN KEY to your buisness' financial success! 


  

Designed and delivered by Sutton Seminars, This one-day course is highly interactive and engaging.  Participants will learn simple techniques to handle any situation to dramatically improve the internal and external customer experience.

During the program participants will:

  • Learn the 4 needs that, if met, will satisfy any internal or external customer 
  • Learn to view customer service complaints as opportunities to develop powerful relationship bonds
  • Learn how to read customer body language and speaking tone
  • Understand the power of their own body language and speaking tone as tools for managing customer interaction
  • Learn how to script their opening and closing with customers to improve first and last impressions
  • Learn how to use open ended questions to get more detailed information and show interest in the customer's needs
  • Practice using techniques in learning groups throughout the day

Take Aways

Each participant will leave this workshop armed with simple to use yet powerful tools to ensure they provide their customers with a positive experience in every situation.

Logistics

            Course Length:  1-day

            Number of Participants: 5-25

            Space Required: 1 room 

            Course Offerings: This course is delivered to intact groups within companies or other organizations.


More Information

For more information click here  or call our office at 336-298-7170


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