Customer Service Excellence: How to Win and Keep Customers

Customer Service Excellence: How to Win and Keep Customers 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 customer service training seminar 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 through this customer service training 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 excellent service Focusing on customer service 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 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. Extended Training Description Learning Objectives Deliver Better, Faster Service Increase Customer Satisfaction Gain Repeat Business Increase Your Credibility with Customers—and Your Value to Your Organization Better Manage Stressful Situations The Benefits of Excellent Service Focus on Customer Service Success Understand How Customer Service Creates Revenue, Healthy Organizations, and Attractive Employee Benefits Appreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at Work Professionalism under Pressure Understand How Emotions Are Created Develop Mental Strategies for Remaining Optimistic and Calm Under Pressure Use Body Language to Control Your Emotional State Honor Negative Emotions Positively Change Your Emotional State in Three Minutes to Avoid Negative Emotional Carryover 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 Have Influence over Issues You Can’t Control Managing Customer Expectations Appreciate That Customer Satisfaction Is Based on Perceptions Identify Your Customers’ Top Two Expectations Recognize That You Can Save Time and Reduce Stress by Focusing on the Top Two Expectations of Customers Prepare Yourself to Handle Customers by Knowing How and Where They Get Their Expectations Managing Customer Expectations by Personality Style Understand Yourself and Your Own Personality Style Understand and Identify the Personality Styles of Others Avoid Taking Things Personally Expand Your Communication Skills to Get Along Easily with More Customers Personalized Listening Skills Build on Your Listening Strengths Reduce Your Listening Liabilities Identify Your Customer’s and Your Own Listening Style Create Rapport with Customers More Easily to Have More Influence Vocabulary, Telephone, and E-mail Appreciate the Power of Words Avoid Creating Negative Impressions with Words Use Persuasive Language Patterns Stand Out on the Telephone Write E-mail Quickly That Customers Will Read and Understand Dealing with Difficult Customers Recognize and Respond Effectively to Specific Customer Behaviors Understand the Physiology of Anger Listen to an Angry Customer So That They Calm Down Turn an Angry Customer into a Happy Repeat Customer Using a Recovery System Remain Calm during Interactions with Angry Customers by Applying Emotional Management Tools   Pelatihan, Kursus, Seminar, Workshop Provider Download Katalog Pelatihan 2009

Instructor Ir. Alexander Cyrus, M.Sc Schedule January 19 - 20, 2009 2 days Venue Santika Hotel Bogor Tuition Fee  Rp. 3.400.000,-   per participant, excluding accommodation & tax. Registration Send by email -or- fax to: PT. FOCUS TRACO INDONESIA Wisma Pakuan, Jl. Pakuan 12 BOGOR - 16143 (021) 7009-9943   (0251) 2169-150 (0251) 7534-984 training@focustraco.com

Delegation Boot Camp

Delegation Boot Camp Do you have trouble with the delegation of work to others? Are you frequently putting in overtime? If so, you may be working harder but not smarter. This fast-paced, intensive one-day seminar gives you real-world practice in delegation strategies that will reduce your stress level, empower your staff and build morale. Put this delegation skills training to work for you to pinpoint the right task, the right time and the right person to help you maximize productivity for you and your team. How You Will Benefit Exhibit greater competence and confidence in assigning work and responsibilities Foster greater teamwork, cooperation and collaboration through clear delineation of roles and authority Prevent miscommunication when setting tasks and expectations Influence peers and team members to share your responsibilities Empower and motivate staff to handle more difficult assignments What You Will Cover The repercussion of poor delegation on performance and how to avoid common mistakes Delegation basics: what to assign, whom to select, when to start, how to maintain control and give feedback How to delegate to a group R-A-M-P-S: memory aid for effective delegation Communication issues, checkpoints and task-related support How to overcome reluctance, resistance and lack of motivation Delegating without authority: influencing strategies to persuade peers to take on additional responsibilities Setting success milestones Quality management and accountability Control and follow-up procedures (without micro-managing) How to recognize, reinforce and reward performance Practice, role-play, case studies and script analysis Who Should Attend Managers, supervisors, project managers and team leaders who have direct reports or who work in a team environment. Extended Training Description Learning Objectives Differentiate Between Effective and Ineffective Delegation List Five Types of Responsibilities Than can Be Delegated and Five That Cannot Identify the Three Types of Authority and Three Levels of Authority You Can Delegate List at Least Three Criteria for Picking the Right Person for Delegation Describe and Demonstrate the R-A-M-P-S© Process for Effective Delegation Describe Three Special Considerations for Delegating to a Group of People Describe How to Handle Your Reluctance to Delegate Describe How to Handle Resistance Describe How to Monitor Progress Appropriately Without Micromanaging Describe How to Provide Useful Coaching to Ensure Success Understanding Delegation Define Delegation Describe the Steps in the Delegation Progress List Three Reasons People Avoid Delegating List at Least Three Benefits of Delegating Differentiate Between Effective and Ineffective Delegation Assessing Opportunities and Candidates for Delegation List Five Types of Responsibilities Than Can Be Delegated and Five That Cannot Identify the Three Types of Authority and Three Levels of Authority That Can Be Delegated List at Least Three Criteria for Selecting Appropriate Candidates for Delegation Describe the Degree to Which You Are an Empowering Delegator Setting Expectations and Providing Support Describe How to Conduct a Delegation Meeting Describe the R-A-M-P-S© Delegation Memory Aid Identify Three Special Considerations for Delegating to a Group of People Describe How to Use a Delegation Matrix Describe How to Influence a Peer to Accept Delegation of a Task Handling Your Reluctance and Their Resistance Describe the Emotional Dimensions of Delegation Describe How to Handle Your Reluctance to Delegate Describe How to Handle Resistance to Your Efforts to Delegate Following Up Describe How to Monitor Progress Appropriately Without Micromanaging Describe How to Provide Useful Coaching to Keep Delegates on Track State How to Provide Recognition, Reinforcement, and Rewards Putting It All Together Describe How to Delegate Effectively Conduct a Delegation Meeting Using the R-A-M-P Delegation Memory Aid©   Pelatihan, Kursus, Seminar, Workshop Provider Download Katalog Pelatihan 2009

Instructor Ir. Alexander Cyrus, M.Sc Schedule January 27-27, 2009 1 day Venue Santika Hotel Bogor Tuition Fee  Rp. 1.900.000,-   per participant, excluding accommodation & tax. Registration Send by email -or- fax to: PT. FOCUS TRACO INDONESIA Wisma Pakuan, Jl. Pakuan 12 BOGOR - 16143 (021) 7009-9943   (0251) 2169-150 (0251) 7534-984 training@focustraco.com