In Search of WOW
This two-hour workshop is for those people and businesses that want to take customer service to the next level and keep it there. Once Customer Service is excellent, clients come to expect that excellence and, if it is not there just one time they notice even more. Learn how to attract your customers by understanding what is important to them and how they want to be treated, how to have great interactions, what they want and how to adapt to their behaviors in positive ways to achieve dynamic communications, and how to develop a long-term relationship.
Understanding Customer Service Cycles
ATTRACTION:
What is Customer Service?
Why is it Important?
Why Customers Leave
Make a Good Impression
DISC Model of Observable Human Behaviors
TRANSACTION:
Understanding Yourself and Others
Understanding and Performing Your Job Role
SATISFACTION:
What Customers Want
Perception/PERCEPTION Model
RELATIONSHIP:
Dynamic Communication
Adapting Behaviors
Communication Tips
Behavioral Comfort Zones
COMMITMENT:
Managing Moments of Truth and Conflicts