Ziglar Customer Service
Creating Customer Service Excellence (2 hours)
Customer service excellence is required to maintain a successful business environment. Participants will identify three forms that all customer service takes, as well as define what customers want and don't want.
Developing Customer Advocates (2 hours)
What are customer advocates? Participants will be able to define that term as they explore why customer advocates are the greatest source of new business. They will learn how to implement specific improvements based on the concepts of "customer advocacy" and "moments of truth."
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Everyone is a Customer (2 hours)
This module covers what it means to exceed customer expectations, how to calculate the cost of a lost customer, and how to develop a specific set of goals as well as an action plan for improvement.
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Proactive Solutions (2 hours)
Participants will be able to identify the importance of a complaint-handling strategy to any successful business. In addition, they will explore the universal steps for resolving those complaints. Also discussed will be identifying, explaining, and implementing five guidelines for increasing customer satisfaction.
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You Can't Succeed Without Communication (2 hours)
Everyone knows that you can’t succeed in business without communication. Participants will be able to explain the importance of solid telephone skills in today's workplace, identify and explain the five telephone presence basics, and determine how to successfully utilize e-mail.
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