Recent Additions to Customer Satisfaction PLUS™ – Advanced Training Topics

This customer service skill builds revenue for your company while helping customers be happier with your service. Participants learn the importance of sales as a part of excellent customer service.

Sometimes the best way to please customers is to tactfully reset their expectations to achievable levels.

Customers communicate using many abstract terms to describe needs. As team members listen and probe to clarify customer expectations, then get the exact information needed to make the sale.

Show your customer service team how to read the tell-tale signals of body language that can be key to delightful service.

Customers think in four different languages. The words they choose guide you how to respond in their language to increase customer rapport.

The ability to develop creative solutions to customer service issues is an essential skill for delighting them. Participants learn to think “outside the box.”

The objective is to help customer service representatives exceed customer satisfaction by understanding the customer service skills required to transact business over the phone. The outcome of this exercise will include team members developing a uniform method of answering, conducting and...

The objective is for team members to sharpen their listening skills by recognizing when customers are disguising what they really mean. The outcome of this exercise will have customer service representatives recognize a customer’s disguised meanings, interpret them correctly and respond...

The objective is to help customer service representatives provide additional value by helping customers assess their needs for additional products or services. Customer service team members will learn to use three types of closed questions and four types of open questions, and they will...