What's In It For Me?
If you've ever wondered if you
should invest in a state-of-the art customer service training
program, consider these two facts:
- Good customer service: 70% of disgruntled customers will
do business with you again if you resolve the complaint in
their favor.
- Bad customer service: It costs six times more to attract a new
customer than it does to keep an existing one.
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What's In It For Me? is the most innovative customer service
video training tool to hit the market in years. A groundbreaking
1-hour or 2 1/2-hour workshop, What's In It For Me? looks
at customer service from a viewpoint that will truly motivate
employees - their own perspective. Simply put, every time a
method or tactic is introduced, participants learn how they
will personally and professionally benefit by using it.
What's In It For Me? teaches three powerful techniques for handling
customers: The Best Face of the Stone, The Lightning
Rod, and Participant Observer. These techniques not only
make for satisfied customers, they enhance your employee's
job satisfaction and teach them the skills that they need to
advance professionally at your company.
So what's in it for you? A thought-provoking workshop that
inspires participants. A workshop that empowers your team to
deliver unparalleled customer service. A workshop that helps
your company to stay ahead of its competition.
Workshop Overview
Introduction
Video Viewing
1. The Best Face of the Stone
- Choose to show your best face
- Acknowledge the customer
- Apologize for the problem and take responsibility
for solving it
- Stay focused
- Meet their need - or call your manager if you can't
2. The Lightning Rod
- Let yourself feel the shock of the problem
- Ground yourself - take a couple of deep breaths
- Put the problem aside
- Focus on the customer - not your problem
3. Participant Observer
- Show empathy for the customer's problem
- Let the customer's emotion go past you
- Remain a participant in the conversation
- Stay focused on the solution - not the conflict
Group Discussion
- Review of key concepts
Role-Play Exercise
- Participants practice the above three techniques
Worst Nightmare Exercise
- Participants use the three techniques to confront their
worst nightmare
Conclusion and Key Take Aways
- Personal action plan for success
Note: The role-play exercises can be customized to fit
your company and marketplace.
Please contact us if you would like
additional information on this offering.
What's In It For Me? Training Package Includes:
- What's In It For Me? Video (20 Minutes)
- CD containing reproducible participant handouts
DVD Purchase - $695
5 Day DVD Rental - $295
"A New Look at Customer Service" book (24 pages) - $8.95 each
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What's In It For Me?
Video Training Program
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Program includes:
- Title Video on DVD
- CD containing reproducible participant handouts
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Purchase Program: $695.00 |
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5-Day Rental: $295.00 |
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Preview Version: FREE!
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"A New Look at Customer Service" 24 page book -
$8.95 each |
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