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Improving Communications

Improving Customer Service

Oct 17, 2019
New York, New York, United States
USD 694
USD 694 per day

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Customer Service is an organization’s ability to supply its customers’ wants and needs. Improved Customer Service is constantly and consistently exceeding the customers’ expectations.

This class is for service industry professionals who want to maximize their efficiency, develop better customer skills, and increase their value.

The focus of the Improving Customer Service class is to increase repeat business because of customer satisfaction and referral. Participants will find a greater level of productivity, job satisfaction and the potential for advancement. For client-facing service personnel, these areas of development will be very beneficial. Improved Customer Service means increased internal and external customer satisfaction. Attendees will be able to:

  • Focus on others to project a UB4I, customer-centered attitude;
  • Empower people with respect (acknowledging) and control (offering choices);
  • Understand customers better and develop emotionally-intelligent methods for managing their fears and reactions;
  • Listen more intently to develop the best rapport;
  • Communicate clearly with conviction, projecting greater credibility;
  • Create positive, diplomatic messages even from negative, modeling a problem-solving, can-do attitude; and
  • Create and refine phone-answering and email templates, to appropriately address customer concerns and increase the potential for repeat business.

Format—Improving Customer Service is an 8-hour class for up to 20 people.

Next dates

Oct 17, 2019
New York, New York, United States
USD 694
USD 694 per day

How it works

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American Management Association

Customer Service Excellence - How to win and Keep Customers

Next dates

Sep 23—24, 2019
2 days
Atlanta, Georgia, United States
USD 2095
USD 1047 per day
Nov 18—19, 2019
2 days
Chicago, Illinois, United States
USD 2095
USD 1047 per day
Dec 9—10, 2019
2 days
New York, New York, United States
USD 2095
USD 1047 per day
+3 more options


Providing customer service excellence is what will keep your customers coming back.

Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This training seminar on providing good customer service gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.

How You Will Benefit

  • Deliver better, faster service and increase customer satisfaction
  • Learn how to gain repeat business
  • Know what customers expect
  • Increase your credibility with customers—and your value to your organization
  • Manage stressful situations more effectively
  • Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem

What You Will Cover

  • The benefits of providing good customer service
  • Focusing on customer service excellence and success
  • How customer service creates revenue
  • Why customer satisfaction is based on perceptions
  • Focusing on customers’ top two expectations to save time and reduce stress
  • Managing customer expectations by personality style
  • Dealing with difficult customers
  • Responding effectively to specific customer behaviors<

Special Feature

This Seminar Features Blended Learning

AMA Blended Learning combines instructor-led training with online pre- and post-seminar assessments, tune-up courses and other resources to maximize your training goals. Through a blend of proven instructor-led seminars and powerful online technology, AMA Blended Learning provides a compelling and more comprehensive experience for the learner - producing a greater return-on-investment for the employer and the seminar participant


Learning Objectives

  • Identify the Three Cs of Customer Service Excellence: Credibility, Communication, and Conflict Resolution
  • Understand How Customer Service Successes Create Revenue and Healthy Organizations
  • Appreciate the Importance of Building Trust in Both Internal and External Customer Service Relationships
  • Recognize How Prioritizing and Focusing on Your Customer’s Top Expectations Can Save Time and Reduce Stress
  • Develop Strategies for Remaining Calm and Optimistic Under Pressure
  • Expand Your Communication Skills and Improve Interactions with Customers By Understanding Both Personality and Listening Styles
  • Understand the Power of Words When Communicating Via the Different Customer Communication Channels
  • Recognize and Respond Effectively to Specific Customer Behaviors
  • Remain Calm While Implementing the Recovery System to Turn a Challenging Customer into a Happy, Repeat Customer

The Power of Customer Service Excellence

  • Understand How Customer Service Creates Revenue and Healthy Organizations
  • Appreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at Work

Creating a Culture of Credibility with Internal Customer Service

  • Identify Internal and External Customers
  • Appreciate That Internal Service Is Just as Important as External Service
  • Understand the Two Levels of Customer Service
  • Gain Influence Over Issues You Can’t Control
  • Recognize the Importance of Building Trust in a Customer Service Relationship

Building Credibility By Managing Customer Expectations

  • Discuss the Role of Perception in Satisfying Customers’ Expectations
  • Identify the Source of Customers’ Expectations
  • Determine Customers’ Top Expectations
  • Recognize How Prioritizing and Focusing on Customers’ Top Expectations Can Save Time and Reduce Stress

Managing Conflict with Professionalism Under Pressure

  • Understand How Emotions Are Created
  • Develop Mental Strategies for Remaining Calm and Optimistic Under Pressure
  • Use Body Language to Manage Your Emotional States
  • Change Emotional States to Avoid Negative Carryover

Effective Communication Styles for Customer Satisfaction

  • Understand Your Own Personality Style
  • Identify the Personality Styles of Others
  • Use Personality Styles to Communicate with Your Customers Based on Their Preferences
  • Expand Your Communication Skills for Better Results with Customers

Effective Communication with Personalized Listening Skills

  • Enhance Listening Strengths
  • Reduce Listening Liabilities
  • Identify Your Customers’ Listening Styles and Your Own
  • Build Rapport with Customers and Expand Your Influence

Customer Communication Channels and the Power of Words

  • Identify the Different Types of Customer Communication Channels
  • Appreciate the Power of Words
  • Use Persuasive Language Patterns
  • Identify Techniques to Stand Out on the Telephone
  • Compose Email Correspondence That Customers Will Read, Understand, and Appreciate
  • Use the Power of Social Media to Enhance Customer Service

Strategies for Dealing with Challenging Customers

  • Recognize and Respond Effectively to Challenging Customers
  • Understand the Physiology of Anger
  • Turn a Challenging Customer into a Happy, Repeat Customer Using a Recovery System
  • Apply Emotional Management Tools to Remain Calm During Interactions with Challenging Customers

Who should attend

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners—as well as managers who want customer service training in order to reinforce their skills and train their staffs.


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