Summary

Synopsis

Have you ever thought about the consequences of not focusing on the customer who buys products and services from you and your company? Over time, customers who are dissatisfied seek alternatives and buy from the competition. Learn the ins and outs of providing five star customer service in order to retain your customers by surpassing their expectations. (Audio player is required.)

Objectives

• Appreciate the importance of understanding the customer’s point of view
• Apply the five factors of service quality to customer situations
• Identify the four phases of the customer interaction cycle
• Describe appropriate behavior associated with each phase of the customer interaction cycle
• Respond to challenging customer situations

Outline

• Introduction
• Overview
• Objectives
• Customer Service
• Who is the Customer?
• What Turns Customers Off?
• The Customer Interaction Cycle
• Star Light, Star Bright
• Responding: The Customer Interaction Cycle
• Being Ready
• Greeting
• Building Rapport
• Building Rapport: The Actions and Attitudes Ladder
• Checkpoint I
• Understanding: The Customer Interaction Cycle
• The Three Star Process
• Listening
• Asking
• Verifying
• Five Star Finale
• Helping
• Closing: The Customer Interaction Cycle
• Heavenly Glory
• Rocket to the Stars
• Checkpoint II
• Handling Challenging Situations
• Complaint Versus Problem
• Recovering from Mistakes
• Angry Customers
• Personal Service Strategy
• Final Checkpoint