Exceptional Account & Relationship Management: Effectively Utilizing the Building Blocks of Communication & Customer Service

“Providing excellent customer service” . . . Everyone knows what that is supposed to mean.  In fact, much of what is required is simply common sense–it just isn’t always common practice.  What gets in the way?  Difficult customers, difficult situations, and even difficult co-workers can hamper our ability to provide service excellence.

Building successful long-term account relationships requires utilizing a wide variety of customer service and communication strategies and continuous improvement tactics.  Participants will leave this practical, high-energy workshop renewed, refreshed, and able to handle their day-to-day service challenges with more energy and enthusiasm as well as less stress and tension.

PROGRAM OUTLINE AND OBJECTIVES

DAY ONE
Module 1: Service Awareness – What is Excellent Service and How Do We Provide It?

  • Customer service elements – what works, what doesn’t
  • “Moments of truth” and the service chain in the organization
  • Service standards – what “just has to be there”
  • Service attitude – every customer deserves a fresh pair of ears and eyes

Upon completion of this module, participants will be able to:

  • Recognize how they serve their customers
  • Set service standards for their work area
  • Recognize the importance of serving both the internal and external customers

Module 2: Service Styles – Different People . . . Different Needs

  • Determining service style
  • Understanding different people and different needs
  • Developing flexibility and versatility to meet customers’ needs

Upon completion of this day, participants will be able to:

  • Understand their behavioral tendencies and recognize how their behavior impacts service
  • Respect, appreciate, understand, and value customer style differences
  • Apply strategies for working with different customers to improve relationships

DAY TWO
Module 3: Communications – Improving Service Provider Techniques

  • Active listening: insuring that the message sent is the message received
  • Professional telephone skills, face-to-face interactions, and email messages
  • Problem solving: negotiating win/win solutions to customer requests

Module 4: Hostility Management – Dealing with Angry/Upset Customers

  • Handling angry/upset customers: success strategies when you are the “hostility manager”
  • Maintaining composure and professionalism when “under fire”
  • Knowing when to flex and when to set limits
  • Identifying really difficult people
  • Ten difficult types and how to deal with them
  • When you need to say “no”

Upon completion of this day, participants will be able to:

  • Recognize how listening affects communication
  • Identify the impact of perception on service quality
  • Apply high quality telephone techniques and identify barriers to implementation
  • Understand how emails impact the image of professionalism and determine when it is/is not appropriate to use email
  • Identify the rules for writing, sending, and receiving emails
  • Keep their email inbox organized

Length
2 days

Materials
This course includes course handouts and an online pre-workshop DiSC Assessment with individual report.

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