Customer Service

Giving Customer What They Really Want

Workshop Overview

Winning Through Customer Service (WTCS) helps customer service providers become more effective in their jobs. The program does just what the title suggests: win more business through excellent customer service.

Winning Through Customer Service teaches participants to present a professional image and focus on the crucial role that communication skills play in the customer service transaction.  Sensitivity to the human dynamics of the transaction grows throughout the workshop, as essential communication skills are constantly practiced.  The skills of listening, questioning, verifying and explaining also become a basis for performance and evaluation in the skills practice exercises.  These simulations and other practice/reinforcement exercises bridge the gap between the classroom and the “real world”.  The experiences make it easy for participants to apply their new skills to transactions with actual customers.

Winning Through Customer Service has been awarded “Top Ten Best New Training Product of 2000” by Human Resource Executive magazine.

Designed For

• Sales and service representatives                
• Service managers                
• Anyone who has internal and external customer contact

Program Highlights

Buy Now!  WTCS Participant Workbook WTCS Administrative (Facilitator's) Kit

• Module 1:  Your Role as a Professional - Identifies characteristics associated with a professional image and examines actions which will improve each person’s professional image.                
• Module 2: The Essential Communication Skills - Reviews the essential communication skills required for customer service:  listening/observing, questioning, verifying, explaining, and assessing behaviors.                
• Module 3: The Customer Service Transaction - Introduces a step-by-step procedure for conducting a customer service transaction.
  • Phase One:  Establish a professional relationship
  • Phase Two:  Identify how to help the customer
  • Phase Three: Provide the required assistance
  • Phase Four:  Complete the transaction and followup
• Module 4:  Dealing with Difficult Customer Situations - Examines how communication skills and customer service transaction procedures are incorporated and applied when dealing with difficult customer situations.

Organizational Benefits

Winning Through Customer Service will help participants to: 

• Demonstrate professionalism on the job while building a proactive, problem-solving culture               
• Use essential communication skills in dealings with customers               
• Recognize characteristics of human behavioral style and opportunities to adapt to their personal style               
• Identify and utilize a structured process/model for conducting customer service transactions               
• Master strategies for dealing appropriately with difficult customer situationsDOWNLOAD A BROCHURE WITH ADDITIONAL INFORMATION