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Dale Carnegie - Introduction to Exceptional Customer Service
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3/15/2016
When: Tuesday, March 15
8:30 am - 12:00 pm
Where: CTC-Pacific
94-487 Akoki Street
Waipahu, Hawaii  96797
United States
Presenter: Dale Carnegie Training Hawaii
Contact: Dale Carnegie Training Hawaii
(808) 538-3253

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Part I: Attitudes for Services

SUMMARY: The foundation of creating a customer service culture is understanding expectations, going the extra mile, and being a customer advocate. Applying behaviors of helpfulness, genuine interest, and respect moves customers from hostile or ambivalent toward supportive and enthusiastic

 

CONTEXT: It sounds simple, but successful organizations recognize that customer satisfaction stems from a series of interconnected causes and disciplines, and that customer loyalty drives profitability and growth. This complete experience is what can cause a customer to become a champion for an organization.

 

Part II: Effective First Impressions: Face to Face

SUMMARY: The starting point for the entire customer service process is meeting and greeting the customer. The vital first moments with the customer set the tone for the entire interaction. By energetically and professionally welcoming your customer, you make successful customer interactions not only possible, but probable.

 

CONTEXT: Customers want to be recognized, appreciated, and treated with courtesy and understanding. In order for this to happen, you have to be at your best in this meet and greet stage of the sales process. You will examine the critical first steps in the customer service process: meeting and greeting the customer. You work on exceeding the customer’s expectations in their interactions with you. You commit to avoiding the kinds of mistakes that can damage the process before it has a chance to start, while following a simple process for moving the customer interaction forward.

At the completion of this workshop, participants will be able to:

  • Create an unforgettable first impression; make customers feel important
  • Use a process for meeting and greeting customers; develop confidence in customer interactions
  • Assess Customer Service Attitudes to set goals for improvement; apply Attitude Control Principles to manage our own attitudes
  • Develop confidence in customer telephone interactions; Use conversational language to keep the interaction low pressure
  • Apply human relations principles with difficult customers
  • Use the inbound information gathering model to understand customers needs
  • Use the outbound call purpose outline to create favorable attention

Cost:

$299.00 + tax

Qualifies for 50% ETF subsidy

Register online at www.hawaii.dalecarnegie.com

Mahalo to our Pinnacle Sponsors

Location

Mailing: P.O.Box 970967
Waipahu, HI 96797
Address: 94-487 Akoki Street
Waipahu, HI 96797

Tel: 808-847-4666

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