WINNING THE WORD OF MOUTH GAME
This exciting speech or seminar is designed to kick off or enhance your organization's campaign to improve customer service and to do it with a bang. It is intended for all employees, regardless of position or job function. During this powerful seminar, your employees will learn to:
- Identify customers' needs.
- Speak from the heart because the best service comes from those who care.
- Understand what your real product is - service.
- Use "bonding" behaviors that put the customer on your side.
- Listen intently to understand the customers' needs.
- Understand why customers leave and why they stay.
- Use effective communication skills to avoid misunderstandings.
- Manage the "Critical Moments" that make or break customer relations.
- Analyze how good-will can be lost or gained with a gesture.
- Make good customer relations everyone's business.
- Use policy and procedure to solve, rather than exacerbate problems.
- Add value by going the extra mile.
- Make the telephone an asset for building customer good-will.
- Avoid telephone faux pas that lead to "Moments of Truth" gone sour.
- Handle angry customers effectively.
- Give customers bad news while minimizing negative results.
- Turn complaints into "opportunities to shine."
