We all talk a lot about customer service; we know it is the most important element of creating a successful, thriving business. Your reputation is based on your service quality, yet often times we are just paying lip service. Knowing it and actually doing something to improve it are two different things. You know keeping current customers is cheaper than recruiting new customers.

• Do you know that word of mouth is the best way to build your business?
• That people form a first impression within seven seconds?
• That your customers don’t care what you know, until they know you care?
• That customers are willing to drive further and pay more for better customer service?

But, where to start? We will help you!

Topics

• Why Customer Service?
• Why You Need to Care
• Your Reputation on the Internet
• What Customers Want:
• Reliability, Responsiveness, Empathy, Trust, Feeling Valued, Tangibles
• Secrets to Success
• First Impressions
• Jargon & Trigger Words
• Listening Skills & Obstacles
• Nonverbal Communication
• Power of Attitude
• Handling Customer Complaints
• The Great 8 for Dealing with Irate Customers
• Telephone Interactions and Email Etiquette