Outstanding Customer Service
About
This 2-hour course includes 1 hour of live online instruction and 1 hour of self-directed learning.
From initial contact to full resolution, you are guiding the customer through a journey where they are the main character—and you are the HERO. Whether the story has a happy ending or not is dependent on a customer service professional’s attitude and actions. This course helps define processes that increase professionalism, build relationships, and resolve issues with ease. Remember, Outstanding Customer Service starts with you.
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For the best value, purchase this course as part of the Customer Service Essentials 1 Year Subscription.
Objectives:
Who should attend?
Customer service professionals looking to provide enhanced service, improve their business’s reputation, and produce loyal customers who will tell others about their positive experiences.
Duration:
What You’ll Learn
Join us if you want to learn methods you can use over and over again for dealing with customer service issues and finding resolutions. You’ll discover how to ask important questions and be your customer’s HERO. From our five methods of engagement to our foundational Dale Carnegie principles, you’ll learn skills to apply to any customer service situation.
Your Dale Carnegie session leader is specially certified to help you get the most out of this fast-paced, live-participation webinar. Every trainer has been in your shoes, meaning you’ll learn from their practical experience as well as the course curriculum.
Why You Want To Learn It
Customers are more selective than ever, and they won’t become true fans of your business unless they’re met with an outstanding customer service experience. Think of your own customer service interactions. Behind the company’s processes are the human professionals on the front lines of communication. Providing a good experience makes customers for life. Providing a bad experience drives them away forever. Which would you prefer to give?
How It Will Help You
Learning how to provide outstanding customer service helps raise the bar for the ideal customer experience, and you’ll be leading the race to the top. Conflict resolution skills mean fewer frustrating experiences throughout the day and more resolution success stories. You’ll learn new strategies for maintaining professionalism and opening communication—skills needed in managers and leaders.
Competencies
- Customer Experience: Sees the world from the customer perspective to create a positive engagement that meets their needs and creates loyal champions of our organization.
- Conflict Resolution: Encourages people to work through contentious situations and works with them to find solutions when necessary.
- Professionalism: Projects an image of honesty, confidence and integrity that fosters credibility.
- Communication: Practices active listening supported with relevant oral and written information.
- Results-oriented: Passionate about accomplishments and dedicated to achieving goals and solving problems.
Dale Carnegie Quick Tips for Outstanding Customer Service
Exceptional customer service is about creating meaningful relationships and memorable moments at every touchpoint. You’ll first be introduced to nine ways to strengthen relationships with customers. You also learn telephone courtesy skills, an 8-step complaint resolution process, types of questions to ask to uncover needs, 5 five steps for asking for a referral, and more! Read More >
The Dale Carnegie® methodology is time-tested with thousands of testimonials attesting that it works. From the very start, on an individual level, you will set stretch goals and with the support of the social learning environment, the ‘in-the-moment’ coaching by the highly trained facilitators, the accountability to commitments, progress will be visible to yourself and others. In the Dale Carnegie® methodology, we focus on building strengths to overpower our weaknesses. We believe that everyone has inherent greatness, and it simply needs to be identified and nurtured.
