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Course Details    [choose new course]     [printable version]
Customer Satisfaction
Course Number: AP0403
Category: Business Skills
Duration: 1.00 day
Objectives
  • After completing this course, students will be able to: 
    • build and maintain long-term customer relationships,
    • handle difficult people, and overcome barriers to customer satisfaction. By learning to define targets for superior customer service, you will create repeat business with every customer contact you make.
    • Providing superior service means solving problems, dealing with frustrations and stress, giving and receiving feedback, avoiding placing blame on others, and communicating effectively.
    • This course will teach you all the critical skills to achieve outstanding customer satisfaction.
Outline 

Part 1: Clearing the Barriers

  • Chapter 1: How Customer Relationship Skills Can Build Your Success
    • Building Customer Relationships for Repeat Business
    • Success Stories 

 

  • Chapter 2: Dealing with Difficult People
    • Job Frustrations and Difficult People
    • The Secret of Success
    • Save Time by Taking Situations Professionally
    • Keep the Spotlight on the Issue 

 

  • Chapter 3: Burnout¿Threat to Customer Satisfaction
    • Eight Common Signs of Burnout
    • Additional Signs of Burnout
    • Five Techniques for Preventing Burnout 

 

  • Chapter 4: The Secret to Getting More Cooperation
    • Updating Your Beliefs
    • A Selfish and Successful Strategy for Getting More Cooperation
    • Roadblocks to Avoid
    • Working as Partners¿Treating Your Boss as a Customer 

 

Part 2: Building the Foundation

  •  Chapter 5: The Problem with Customer Service
    • Satisfaction Is Defined by the Customer
    • Meet the Requirements of the People You Serve
    • Customer Satisfaction Is Easier When You Have Targets
    • A Shortcut for Defining Targets
    • The Pleasant Payoff

 

  • Chapter 6: The Customer Is Not Always Right, But¿
    • The Customer Is Always the Customer
    • Blaming¿A Barrier to Problem Solving
    • Shortcut to Stopping the Blame Habit
    • Seven Practical Steps to Customer Problem Solving 

 

Part 3: Using the Tools

  •  Chapter 7: Getting What You Want
    • Make It Easy for Others to Cooperate with You
    • Six Cooperation Techniques

 

  • Chapter 8: Building Motivation with Customer Feedback
    • People Need to Know How They Are Doing
    • A Simple System for Obtaining Feedback
    • Protect Yourself with Ongoing Feedback
    • Get Systematic Feedback from Your Customers
    • The Best Kind of Customer Feedback
    • Talk About Customer Feedback

 

  • Chapter 9: How to Keep It Going
    • Success Secret 1: Give Yourself More Blue Ribbons
    • Success Secret 2: Hand Out More Blue Ribbons
    • Success Secret 3: Treat This Book as a Tool Kit

 

  • Remember the Customer Satisfaction Essentials