Training Topics
These are some of the training topics that can be incorporated into your customized training program. If you don’t see a topic listed that you would like included, please let us know.
Customer Service: What It Is and What It Isn't
- What Do Customers Want?
- What is Exceptional Customer Service
- Customer Satisfaction vs. Customer Loyalty
- Empowering Employees to Say Yes
- Turning Employees Into Owners
Mastering the Telephone
- Professional Telephone Etiquette
- Screening Calls and Taking Messages
- Hold and Transfer Procedures
- Closing Conversations
- Handling Calls from New Customers
I Hear You
- Building Trust and Rapport
- It “IS” What You Say, and How You Say It
- Listening
- Asking Questions
- Speaking the Customer's Language
Getting to Yes
- Making Powerful Recommendations
- You are the Expert
- Solving the Problem
- Overcoming Objections
- Closing the Sale
Bringing It All Together
- Personalizing Customer Service
- Oops, I Made a Mistake!
- Taking Ownership
- Dealing with Difficult Customers
- Going Above and Beyond
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