people sharing knowledge
 


home | offered | wanted | your account | about us | help


login

username

password

go

register








< back to search results
<< browse all categories

 book















CUSTOMER SERVICE, A Quality Approach

training & business skills


 with (PEP) Performance Enhancement Programs






short description:
This outstanding program focuses on human interaction skills as critical factors for successful customer service. It advocates a planned common sense approach to customer delight.
 
long description:
CUSTOMER SERVICE,
A Quality Approach
(16 hour program)


--------------------------------------------------------------------------------


Specific insights are provided into the following subjects:

What Good Customer Service Looks Like
Why People Behave the Way They Do
Fresh Approaches to Persuasion
Dealing With Difficult People
Win/Win Approaches to Conflict Resolution
Building Rapport on the Telephone
Throughout this action filled two-day program, John Nienstedt emphasizes the internal as well as the external customer. The most valued employees are those who find ways to increase the services they provide inside and outside the organization.



--------------------------------------------------------------------------------

Target audiences include: Customer Service Reps., Marketing Personnel, Supervisors, Managers, and Support Staffs.




--------------------------------------------------------------------------------


COURSE OUTLINE
1. INTRODUCTION
a. On Attitudes
b. Why Customer Service Anyway?
c. Factor Of Quality
d. Moments Of Truth

2. WHAT DOES GOOD CUSTOMER SERVICE LOOK LIKE?
a. Attitudes
b. Skills
c. Actions

3. BEHAVIORAL DIVERSITY
a. Why Do You Act That Way?
b. Self-evaluations Regarding Behavior

4. DEALING WITH DIFFICULT CUSTOMERS
a. Managing Conflict For Win/Win Results
b. C.A.L.M. Approach To Difficult People

5. POWER PERSUASION
a. How To Listen
b. How To Be Listened To

6. BUILDING RAPPORT ON THE TELEPHONE

7. LESSONS LEARNED AND WRAP UP



E-mail pepnien@prodigy.net,
or call 1 (800) 554-4PEP,
for additional information and
affordable pricing.
 
credits obtained:
n.a.
 
minimum class size:
20
 
availability:
Upon request
 
fee comments:
The fee is per student, up to twenty-five. After twenty-five additional student are accepted for $149.
 
 session structure




title:


type:

description:


duration:


CUSTOMER SERVICE, A Quality Approach

live session

This outstanding program focuses on human interaction skills as critical factors for successful customer service. It advocates a planned common sense approach to customer delight.


16h 0m




total duration: 16h 0m over 1 session(s)
comments: Eight hour version is also available.
 

discussion forums: 1
 










languages: English
duration: 16h 0m
fee: 169US$  (1690lp)
payment: at delivery
delivery method: self-paced

Quick Help




United States


(PEP) Performance Enhancement Programs



Profile and background:
PEP was founded in 1989 for the purpose of creating "workplace superstars." A long list of satified clients includes, but is not limited to -- Honeywell, International Corp. -- Sundstrand Aerospace, Corp. -- The U.S. Air Force -- The U.S. Border Patrol
 
Credentials and qualifications:
John F Nienstedt is a graduate of Kansas University, a former navy captain, author, adult educator and successful businessman. Mr. Nienstedt is also on the adjunct facility of the USDA Graduate School, the U.S. Border Patrol Academy, and the Arizona Governmental Training Society. Books to Mr. Nienstedts credit include SANITY RISING:UNNECESSARY EVIL and THE OUTSTANDING MAN, A Guide For Personal And Professional Success.
 
Preferred styles, methods and formats:
This class is best taught in the classroom over sixteen hours. Instruction includes, lecture, self-evaluations, role playing and group discussions.
 



jobs | about us | contact us | terms of usage | privacy policy

Copyright ę 2012 Limu.com ltd. All rights reserved.