Customer Service Training/Seminar

This course will provide students with new insights into internal customer behavior, their own behavior, and all of the necessary tools for creating real value for their internal customers. Students will obtain the tools necessary to manage information, people, and efficient, productive internal communication.

Upon course completion, students will be able to perform the following:
• Gain valuable insights into customer concerns.
• Avoid and beware of IT image stereotypes: process versus solution, credibility costs, time, outside consultants effectiveness and inside consultants perceived weakness
• Understand how to handle complaints in ways that create improved, lasting relationships with their customers
• Build positive “chemistry” by recognizing and responding to the needs of individuals with varying behavioral styles
• Deal effectively with internal customer doubt, misunderstandings, and complaints
• See issues from the customer’s perspective, create value-adding options for customers, and make sure customers recognize the full value they are receiving.
• See issues from the customer’s perspective, creating value-adding options for customers, and making sure customers recognize the full value they are receiving.
• Gain agreement from customers and reinforce mutually satisfying long-term relationships
• Develop an understanding of how to transform their organizational units from groups into teams.
• Respond appropriately to the emotions of internal customers and their co-workers, then develop facts, and recommend value-building solutions.
• Receive a certificate of completion or certification