Glad I Could Help: Real Customer Service
Build Customer Loyalty

This program emphasizes the value of a positive, proactive, “here’s what I CAN do” mindset in providing consistent, high-quality service on a day-in day-out basis. Glad I Could Help also reinforces the fact that you, the employee, have a far greater impact on the customer’s positive perception of the organization than your manager, the organization’s customer service policies, or marketing campaign.  

With this program, employees will learn just how simple it can be to handle the most common yet often challenging customer service situations. There is no tougher business situation than dealing with an angry customer, whether external or internal to your organization. Now, you can equip employees to handle those calls and confrontations without getting rattled. WhatпїЅs more, they will become experts at working through misunderstandings, misinformation and frustration over policies and practices, while helping angry customers feel heard and valued in the process.

Key Learning Points:

Upon completion of the training program, you will be able to:

• Explain why the customerпїЅs perception of the quality of service they receive is the only thing that counts.
• Explain the importance of keeping the focus on what you can do to solve a customerпїЅs problem vs. what you пїЅcanпїЅtпїЅ do.
• Exhibit a пїЅglad I could helpпїЅ attitude when dealing with customers.
• Demonstrate the skills necessary to make sure the customer is left with a positive, memorable impression.
• Provides techniques for staying calm when dealing with angry customers
• Shows a variety of ways to defuse anger and respond to complaints
• Trains employees in resolving issues with unhappy customers

Course Instructor: Dr. Robin Zelkowitz

Below are the dates, times, location and other registration information for this course.

1/2 Day (Total 4 hours)

WHAT:               Participants will learn just how simple it can be to handle the most common yet often challenging customer service situations.

WHEN:                Thursday, February 15, 2007

TIME:                    8:00 a.m. - 12:00 p.m.

WHERE:             SFMA Training Room
                       1000 W. McNab Road
                       Pompano Beach, FL 33069
                       954.941.3558

 COST:           $99.00 - Members

                      $159.00 - Non-members

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