UNDERSTANDING THE NEED AND EXPECTATIONS OF OUR CUSTOMERS
* What Does it Mean to be a Customer Satisfaction Representative
* Self-Assessment Tool
* Five Stages of the Customer Encounter
BRINGING “CARE” TO THE CUSTOMER
* Non-Verbal Behavior
* Telephone Tips
* Looking at the Words We Use
THE FUNDAMENTAL NEED FOR ACCOUNTABILITY
* Action vs. Result Promises
* Situational vs. Personal Problems
UNDERSTANDING OUR CUSTOMERS
* Asking Questions
* Listening Skills
* The Deadliest Word (and How to Replace It)
TAKING ACTION
* Organizing Ourselves/Time Management
* Negotiation
* Triple Constraint Negotiation
* When and How to Finally Say “NO”
* Working with Policy
* Understanding the Language of Management
* Quality Control: the Blessings of Complaints
SIX-STEP SERVICE RECOVERY PROCESS
* Listen Empathetically and Actively
* Appropriate Responses
* Fix the Problem
* Offer a Value-Added Atonement
* Keep Your Promise
* Follow-Up
DEALING WITH “DIFFICULT” GUESTS
* Dealing with Three Specific Types of Difficult External Customers
(Tanks, Grenades, and Snipers)
* Includes Both Internal and External Customers
DIVERSITY AND PERSONALITY
* Accepting and Knowing Differences
* Four Personality Types and How to Work with Them
* Differing Cultural Habits in Social Dynamics
CUSTOMER SERVICE AND TEAMWORK
* Working with Internal Customers
* How to Give Constructive Feedback
* Team Building Overview
PROBLEM SOLVING TECHNIQUES IN TEAMS
* How to Prepare for Weekly Action or Problem Solving Meetings
* Project Planning and Management
STRESS MANAGEMENT
* The Importance of Taking Care of Yourself
* Techniques and Tips to Re-Motivate and Rejuvenate While Serving Your Customers
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