Treating Customers Like Gold

A business can’t provide customer service…it’s all in the hands of each employee.  If your employees don’t take care of your customers, they will find someone else who will meet and even exceed their expectations.

Michele has put together a series of workshops called, Treating Customers Like Gold - helping your employees to make a commitment to enhancing a business’ most important relationship…your customers!

This interactive workshop uses experiential learning techniques such as large and small group discussions, videos, role plays and assignments.

Length: Each workshop is 2 hours. Entire Series is 8 hours. Target Audience: Anyone! Everyone serves some customers.  Especially good for call-centers and front-line employees. Typical Uses: Customer service training…to enhance both external and internal customer relationships.

Material Options:

• Entire Series:  Participant Binder of handouts, mirror, DiSC Profile,  Listening Profile, and several job aids at $55 per person
• One Module:  Handouts and miscellaneous supplies range from $1-15 per person

Workshop Overview:

1. “The (Your Company) Way”

- Reflect the meaning of your Mission, Values, Promise, and Expectations
- A customer’s perspective on what matters most
- What is your role and responsibility?

2. “Creating Golden Moments:  Customer Service for the Elderly” or “Serving Your Customers a Can-Do Attitude”

- Experience sensitivity exercises to empathize with seniors (optional)
- Identify what your customer’s expect and need
- Video:  “The Guest” - 5 steps to let residents feel at home

3. “Listening is Like Going to Heaven”

- Complete the Personal Listening Profile®
- Learn the 5 styles of listening: appreciative, empathic, comprehensive, discerning & evaluative
- Listen so others will talk to you

4. “Refill the Bucket:  Dealing with Difficult Customers”

- Causes for dissatisfaction
- Techniques to calm the customer
- Magic words to diffuse frustration

5. “Telephone Skills – It’s Your Call”

- Your Voice is a Choice – Words, Tone and Nonverbal
- Proper grammar
- Tips and techniques to earn a WOW

6. “The 3 Rs of Professionalism – Responsibility, Respect and Relationships”

- Complete a DiSC Profile to understand yourself and others
- Clarify your Responsibilities – the do’s and don’ts of your job
- Demonstrate behaviors to show Respect to other people
- Develop strategies to enhance your Relationships at work

7. “Let’s FACE it – You Are in $ales”

- Sales = Service = Success
- F.A.C.E.ing your Customers
- Overcoming the fear of selling

8. “We’re All on the SAME Team:  Creating a Culture of Service!”

- Qualities of an effective team – a department & company perspective
- Assess your team’s performance – The ABC levels of service
- Specific ways you need inter-department teamwork

Interested in learning more about the "Customers are Like Gold" workshop? E-mail Michele today at  michele@micheleinspires.com or call us at 515-987-7882 or toll-free 1-866-225-1249. We'll be happy to discuss specific solutions to grow your business.

 

Michele is proud to be a Certified Speaking Professional and a GSA Contract Holder.

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