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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)
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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.
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Target audiences include: Customer Service Reps., Marketing Personnel, Supervisors, Managers, and Support Staffs.
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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 $149.
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session structure
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title:
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type:
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description:
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duration:
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CUSTOMER SERVICE, A Quality Approach
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live session
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This outstanding program focuses on human interaction skills as critical factors for successful customer service. It advocates a planned common sense approach to customer delight.
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16h 0m
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total duration: 16h 0m over 1 session(s)
comments: Eight hour version is also available.
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languages:
English
duration:
16h 0m
fee:
169US$ (1690lp)
payment:
at delivery
delivery method:
self-paced
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(PEP) Performance Enhancement Programs
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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.
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