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Live Online Customer Service Series

It's been a challenging year and Christmas is coming!

Our front-line staff have been under pressure and could do with a boost to finish in good shape enhancing the reputation of our business.

Customer service is a tough job and has just become tougher!

Our front line people need the right attitude, resilience and skills to not only meet but exceed customer expectations.

The Dale Carnegie Customer Service Series is designed to meet the needs of both our people and the marketplace in today's unique environment.

Module 1: Attitudes for Service When it comes to customer service, attitude trumps aptitude. Creating and maintaining a customer service attitude involves understanding expectations, going above and beyond, and being a customer advocate. It sounds simple, but successful organisations recognise that customer satisfaction stems from a series of attitudes and behaviors toward clients including helpfulness, respect, and expression of genuine interest. Demonstrating a culture of customer service drives customer loyalty leading to profitability and growth and causes clients to be champions for your organisation.

Module 2: Transforming Customer Complaints into Opportunities A complaint doesn’t have to be a negative experience. There are two aspects of complaints, emotional and rational, so resolving them requires dealing with both. By clarifying complaints, lowering anxiety for both parties, using practical guidelines, and applying a process that deals with both the emotional and rational factors, participants can build even stronger customer relationships. Using the Recovery Formula can help turn a complaint into an opportunity to create a loyal customer. Cross and up selling opportunities can result from a well-handled complaint. Finally, examining root causes of your common complaints can help you find ways to reduce or eliminate them. By effectively resolving complaints you can reduce stress, build relationships, and improve customer loyalty and retention.

Module 3: Communicating Effectively We have all been awed by someone who always seems to know what to say and how to say it in any situation. These people know how to communicate effectively anytime, anywhere. The ability to communicate effectively in a variety of settings and styles is one of the key behaviors critical to a successful career. Not only is this skill crucial to success in the work environment, but it has an important impact on all areas of life. This training module helps you become a more effective communicator by teaching you to build rapport and positive relationships, become a better listener, honor diversity, and adapt your message for your audience.

Dates: Module 1: Wednesday November 18th 1:30pm-3:00pm Module 2: Wednesday November 25th 1:30pm-3:00pm Module 3: Wednesday December 2nd 1:30pm-3:00pm

Investment: $220+GST per module or $600+GST for all three modules Maximum 14 participants per session Live Online Delivery

Format: Attendees need a computer internet connection and headset (or microphone and speaker in a quiet room). Please join at least 10 minutes early to test audio and learn the classroom tools.

Trainer & Producer: Kat Macmillan and Andrea Shaw

www.eventspronto.co.nz/20LCS02 Or for more information contact: Michael Shaw 0275 429144

michael.shaw@dalecarnegie.com Gari dos Santos 021 346016 gari.dossantos@dalecarnegie.com

www.bop-waikato.dalecarnegie.com

Date & Time
Location
Live Online

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