Strategies for Delivering Exceptional Customer Service More Often (DECS400)

Printer Friendly
Text Size: A A A A

Date:Wednesday, September 10, 2014
Time:1:00pm - 5:00pm (Registration at 12:30pm)
Facility:Maggiano's Little Italy, Tampa
CPE Credit:4 Behavioral
Instructor: Karl Ahlrichs, SPHR
Subject:Management, Specialized Knowledge
Course Level:Update


Is providing excellent customer service an important part of your operational strategy?
When it comes to handling internal and/or external customers, could your team benefit from a tune-up?
Do you consult with your clients on how to integrate their entire business operations around exceeding their customer's expectations?


*  Help employees deliver great customer service more often, resulting in better service to customers, operational excellence, and  greater financial success to the organization
*  Help clients be successful by providing better business processes to focus on meeting client needs

Major Topics:

* How to pinpoint/resolve operational bottlenecks in the existing customer service system
* How to assess organizational needs
* The secret behind giving great customer service when you're not in the "mood"
* How to spot when you unknowingly deliver lousy customer service
* Learn key business metrics to signal poor customer service
* The relationship between delivering great customer service and operational excellence
* Key phrases that instantly turn customers off and how to avoid them
* A two-step process for managing long-winded customers
* Two quick ways to immediately see the situation from a customer's perspective
* Two specific strategies they can use to manage their attitude even when it's gone south
* Three specific ways to build powerful customer rapport
* Why attitude is everything - and how to hide a bad attitude from a customer and still deliver great service
* How to avoid a listening trap that tends to cause frustrating customer service problems
* Specific language to use that conveys customer importance
* The essential key to effectively dealing with angry customers
* The secret behind saying "no" and still give great service

Who Should Attend:

Professionals and their staff



Early Bird Price: $150 FICPA Members, $150 Non-Members

Regular Price on 1/1/1800: $150 FICPA Members, $150 Non-Members