.Satisfy Your Customers, Earn More Business
Get Return Customers
Achieve Greater Satisfaction
Make More Money
Excellence in Customer Service:
From the Inside/Out
Serving Your Customers Infinitely Better
For Large Groups (40 to 300+)
At Your Organization's
Retreat, Summit, Conference or Meeting
This powerful two to four hour workshop/keynote will give your staff more than just the foundation on providing good customer service. It will give them the motivation, desire and ownership to satisfy your customers with excellence, that's why we sub-titled this workshop "From the Inside/Out."
Know why providing good customer service is critical
Build a model describing excellent and awful customer service
Determine customers' standards for customer service excellence
Use positive words, tone and body language with customers
Do five critical behaviors to ensure customer will have a good impression of your business
To get "buy-in" and improve ones level of customer service
Establish specific behaviors that will assure increased customer satisfaction
Responding promptly and properly
Listen actively to customer needs
Recognize and eliminate barriers to satisfying your customers
The key skills required for dealing with difficult customers
Solving the customer's problem
The universal importance of greeting customers: smiling, listening, evaluating customer needs and responding appropriately.
impact that great customer service has on the customer as well as themselves
Training Approach: Creating Buy-in From the Inside/Out
Face it, most people know what good and bad customer service is. The problem is that they may not provide it in their jobs. They need to make a mental connection between what they know about customer service and their specific jobs. They also need to be clear on what to do to provide great customer service.
Our customer service training provides the collective awareness and clarity that they need to give excellent customer service. Our customer service workshop creates this awareness by creating "buy-in" with the participants. This is done by having them build their own Customer Service for Excellence Model based on their experience of good and bad customer service. They then gain clarity of what to do in their jobs by agreeing on specific behaviors and strategies that will leave the customer highly satisfied. This process will establish good customer service habits in your workplace. The result will be plans and tactics for how to work with their customers so that the customers feel that they are "well taken care of."
We find that this training approach is far more effective than most customer service training programs. We believe that the way to ensure your "customer service agents" will provide great customer service is to go beyond technique and the "suppose tos". Our focus is on getting "buy-in" from the participants and getting their 100% agreement as to what they need to do to provide excellent customer service experiences for their customers.
This workshop is fast-paced, highly interactive, participatory, productive, engaging and fun! It includes discussions, games and quizzes, demonstration and practice, lecturettes, story telling, role plays, and problem solving. Participants will be working individually as well as in small and large groups.
At the end of this workshop attendees will create a model of what good and bad customer service is. They themselves will have established agreements for providing excellent customer service. Though each group typically comes up with fairly common responses, the wording and perspective is unique to each group thereby ensuring a high level of buy-in. This workbook is sent out after the session and includes their ideas and decisions about establishing excellent customer service. This is what makes this workshop powerful and special.
Easy to Arrange
"I learned more about customer service in this workshop then I have known from years of doing customers service."
"Good pace, personable, good sense of humor, well organized, useful and informative, handles "challenging" personalities very well."
"I like how we heard others' customer service ideals and came together on developing a collective policy."
I loved that we got to know fellow sales people, established ideas and set commitment, and determined how to strive forward with new ideas and approaches to provide great service."
"Clear and Effective."
"Thanks so much! You were terrific."
Customer Service Non-Trivial
When we receive good service, we tell 9 to 12 people on average
When we receive poor service, we tell up to 20 people
What is the chance (by percentage) that customers will repurchase from a company if their complaint is handled quickly and pleasantly? 82%
If the service is really poor, 91% of the customers won’t come back.
It costs 5 many times more in energy, resources and money to get a new customer than it does to maintain a current one.
A completely satisfied customer is 6 times more likely to come back
5% increase in customer satisfaction will result in a 25%-85% increase in net profit
5 things you can do to impress your customer
- Use open body language
- Use eye contact/ focus on customer
- Thank customer
- Greet customer
Your Trainer Bruce Honig , Master Trainer
Bruce is the president and founder of Honig Idea Guides. He brings over 27 years in the field of Training, Facilitation and Organizational Development to his clients. Bruce is a specialist in customer service, creativity and team collaboration. He has taught thousands of courses, and always makes the training room fun and productive. He has loads of experience engaging large groups so that each person is immediately interacting and contributing. He has successfully worked with hundreds of companies representing most industries. He is also the author of Creative Collaboration: Simple Tools for Inspired Team Work