Customer Service TrainingCustomer Service For Profit™A 1-day training for making customer service increase revenues Create A "WOW" Response in Customers and Learn How To Make Every Customer Interaction Generate Referrals, Improve Quality, Provide Glowing Testimonials, Create Repeat Orders and Result in Another Loyal Customer!
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This advanced training consists of four 90-minute modules in the art of Customer Service For Profit™.
And much more. |
Format
This training consists of four 90-minute modules each of which includes hand outs and an exercise.
15 minute breaks are scheduled in between each module along with a 1 hour lunch break.
Lunch is not provided but restaurants are within walking distance of our training facility.
Curriculum and Time Line
Check In
8:30am - 9:00am
A New Philosophy and Advanced Listing, Communication and Rapport Skills
9:00am - 10:30am
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Hand outs: The Profit Generating Customer Service Model, Advanced Rapport
Exercise: Advanced Rapport
Creating the "WOW" Response, The Art of Exceeding Expectations
10:45am - 12:15pm
The core of customer service for profit is going beyond good customer service to giving incredible customer service.
This is sometimes called creating the "WOW" response in your customers. Once you know how to do it, you'll be able to consistently generate a higher volume of quality referrals. This singular benefit of creating 'WOW" customer service can grow your business exponentially.
Without the "WOW" response it's not likely you'll get glowing testimonials or a fleet of people who will champion you and your business for years to come.
But when you learn to consistently create a "WOW" response from your customers, and make your method of doing so systematic, you instantly Increase their life time value, multiply the number of referrals you'll get, vastly improve the quality of feedback and information customers will give you, have affiliates for the asking, increase repeat business, increase your average transaction amount, improve your reputation. . . and more!
Remember that
good customer service
is expected.
GREAT customer
service is remembered!
You'll learn:
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Hand out: Creating 'WOW'
Exercise: The difference between good service and 'WOW'
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Lunch
12:15pm - 1:15pm
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Handling Complaints And Difficult Customers Effectively
1:15pm - 2:45pm
This is an extremely unique module. Most seminars on this topic cover ways to assuage customers who are upset, rude or angry.
This module goes far beyond that.
It will not only show you how to elegantly handle customer problems and complaints, but more importantly, it will teach you how to turn every complaint into a resource that helps increase profit.
You'll learn a precise model for utilizing EVERY complaint to help you improve the quality of your products, services, systems and policies.
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Hand out: How To Handle Complaints and Difficult Customers, Turning Complaints Into Profit, The Resource Template
Exercise: The Worst Customer
Customer Service For Profit - Maximizing Customer Service
3:00pm - 4:30pm
Learn ways to cause your customer service to increase profits and revenue without having to 'sell' anything. This is not about turning customer service reps into sales people.
Rather, it's about using language, communication and elicitation techniques that allow customer service personnel to extract the information needed to increase revenues, improve the quality of your products and services, and enhance your systems and policies.
The customer service department of your business has a unique ability to help you improve and grow your business.
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Hand out: Language For Profit
Exercise in pairs: A New Customer Service Experience
Implementation
4:30pm - 5:00pm
The final 30 minutes of this training is an implementation module to help you identify the hand full of actions you'll take that will make the biggest difference for you.
An Additional Half Day Module
Referrals by Design
Customer Service and Referral by Design - Part I
2 Hour Module
This module will teach you the exact language, 3rd party story structure and action steps to create your own Customer Service and Referral by Design system that automates a never ending supply of referrals.
You'll learn the actual set of patterns and detailed process modeled by Alexander Van Buren from a sales champion earning over $600,000 a year in sales commission entirely by referrals.
The insights in this module were obtained as part of a special behavioral modeling project conducted for the Bluegreen Land and Golf Corporation. Bluegreen is a public company based in Florida. They specialize in land Sales.
Learn every part of the model including the exact language to use to generate an automatic stream of referrals.
Hand out: Customer Service and Referral by Design package
Exercise in pairs: The Referral Language Pattern, After the sale
Get More Referrals and Loyal Customers - Part II
Two Hour Module
In part 2 of this module, you'll put the final touches on your own referral by design system and make it ready to role out.
You'll create your own step by step action plan to make the entire process easy to do.
Hand out: Customer Service and Referral by Design - Action Plan
Exercise in pairs: Your action plan
When, Where and How Much
When
10:00 am to 5:00 pm.
Where
Denver - Our workshop facility.
Or on site at your location.
How Much
Call for rates.
To Enroll
To enroll by phone call 303-834-2502.
* Except for MeetUps
You must pre-register to attend any of our seminars.
Inquire Online - Opt In
Individual Opt In : Discounts for individuals
Group Opt In : Discounts for groups
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Individual Inquiry: Coaching/Consulting Inquiry
Group Inquiry: Group/Team Inquiry
Email us a question: Contact us
Inquire by phone
Call us: 303-834-2502
Toll FREE: 1-800-622-5197