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Customer Service Suite

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Featuring Miller Heiman Group

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Recommended Audience:

All (Focus on Sales, Professional Development, and Leadership)

Customer Service Suite modules provide skills, methodology, and process that ensures an exceptional interaction at every touch point along the customer journey. The online self-paced, instructor-moderated modules include:


Building Customer Loyalty
Defines and aligns learner’s role in creating positive customer experiences.

  • Four key customer expectations

  • Defining moments

  • Measures of success

  • Emotional energy
     

Mastering Conversation Essentials
Provides a process and related skills for handling all types of customer conversations.

  • Defining customer needs

  • Four parts of a customer-focused conversation

  • Delivering unwelcome news

  • Mastering the art of high-value conversations
     

Navigating Challenging Situations
Provides skills and techniques for diffusing and resolving escalated situations.

  • Listening non-defensively

  • Eight defusing skills

  • Selective agreement

  • Five resolving skills
     

Exploring Digital Communications
Examination of the growing importance of digital communication channels and impact of social media.

  • Communication channels in use

  • Creating successful digital communications

  • Projecting a professional tone

  • Analyzing social media: Case studies
     

Strengthening Customer Connections
Delivers key concepts to elevate the importance of each customer’s unique value.

  • Connecting with your customer

  • Guidelines for exceeding a customer’s needs

  • Projecting a willingness to help and choosing positive language

Facilitator(s):

Online, Self-Paced

Delivery:

Online, Self-Paced

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Duration:

Depends on Pacing

Date(s):

Ongoing

Tuition:

$795