Exceptional Account & Relationship Management: Effectively Utilizing the Building Blocks of Communication & Customer Service (Online & In-Person, Denver Based)

Learning Objectives:
Upon completion of this program, 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
Course Outline 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
Course Outline DAY TWO:
Module 3: Communications – Improving Service Provider Techniques
 
  • Active listening: ensuring 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”
  • 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

Materials: 

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

Course Length: 
2 Days