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Delighting Customers
Delighting
Customers, from
Customer Focus, Inc., is
a true skills-based service training program for all
face-to-face and telephone service reps both non-technical and
technical to create a competitive advantage through quality
service. In addition, Delighting Customers can be taken by all
employees and managers to build teamwork, interdepartmental
cooperation, and a customer-focused culture where everyone
serves internal and external customers.
Participants
acquire and repetitively practice how to:
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greet, build rapport,
uncover needs, listen, clarify, explain, and delight customers
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handle complaints, upset
customers, negotiations, and challenging situations
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avoid misunderstandings,
manage expectations, and take responsibility
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work in teams and build
internal cooperation and communication
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