Develop customer satisfaction and loyalty,improve customer service satisfaction scores,increase customer
retention,increase first point of contact resolution, reduce employee turnover due to stress.
Taylor Performance Solutions customized training programs help businesses:
• Increase first point of contact problem resolution
• Develop customer satisfaction and loyalty
• Enhance employee job satisfaction to reduce turnover
The training programs are based on proven communication skills and techniques and
customized using our clients’ products, process and customer demographics. The programs are highly interactive with many opportunities for participants to practice enhancing their skills using scenarios that mirror actual interactions with their customers.
Increase customer loyalty & retention by exceeding expectations – Probe customer's
needs and up-sell products and services – Transform customer conflict into
cooperation – Defuse the angry/cynical customer more successfully – Decrease the
number of lost customers – Reduce the stress level of customer service employees –
Develop expert listening techniques – Respond diplomatically to the most demanding
customers – Develop and maintain professional telephone skills
Defuse difficult and demanding customers more successfully – Handle angry and
emotional customers more effectively – Increase customer loyalty & retention –
Resolve complaints faster – Transform customer conflict into cooperation – Reduce the
stress level of customer service employees – Develop more effective communication
style – Tactfully handle the most difficult customers – Deliver bad news without overly
upsetting the customer
If the service experience is less than acceptable, 91% of
customers won't come back. Gain a competitive
advantage by creating a strong culture of customer
service excellence. Learn how to identify customer
expectations and then exceed them.
This workshop is for any employee who communicated with customers. You will learn the key fundamentals to providing exceptional service, a proven methodology to turn every customer issue into an opportunity to shine, how to shift from dealing with customer problems to creating long term solutions, and how to move from treating customers as merely “purchasers of service” to partners for the future.
This one-day skill-building participant-centered workshop is designed to sensitize participants to the "moments of truth" when clients come into contact with the organization and form their impressions of its quality and service. The workshop uses interactive exercises to help the participants identify: how it feels to be a customer, what gets in the way of good customer service and the degree to which the participants can affect these barriers, and techniques to improve customer service.
This one-day skill-building participant-centered workshop is designed to assist regulatory staff to become more sensitive to the importance of customer service in ensuring better quality, consistency, and compliance. The workshop uses interactive exercises that allow the staff to experience the impact of poor customer interactions, develop more effective customer service skills, and build a greater sense of organizational teamwork so that one department is not contracting another department's policies and procedures.
The workshop also includes a strategic planning session in the afternoon in which the participants develop quality standards both for customer service as well as for intradepartmental teamwork. All work session papers are compiled and distributed to the participants after the session.
This one-day skill-building participant-centered workshop is designed to help employees learn how to handle difficult customer interactions and remain calm and courteous during those stressful situations. The participants strengthen their ability to stay calm in difficult situations and use active listening to manage and redirect angry customers. The participants also have an opportunity to assess the scope and effect of stress in their lives, and then practice methods to prevent, reduce, and/or manage their stress on the job.
Basics of customer service, recognize and respond to
different behavior styles using the DiSC™ Personal
Profile System, develop strategies to stay calm and in
control with an angry customer, learn how to recognize
and de-escalate hostile situations. One day.
Take learners through a series of activities critical
to personal and professional success. By increasing
self-awareness, improving attitudes and relationships,
participants learn how they perceive and respond to
events around them is their choice.
Click on the name of the course to be taken to our website for class schedule, class outline, and to register. This class will look at how we can serve customers better
and improve ourselves in the process. You will be
provided a strong skill set including in person and over
the phone techniques, dealing with difficult customers,
and generating return business.
Two day class. Cost is $1,399.00.