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Language & Communication Telephone Skills Customer Service

Customer Service - General

Your tailor-made customer satisfaction training can include (but is not limited to) the following:

The customer as a guest

Make your unique service your competitive advantage. Treat the customer like a most welcome guest. Take time for him and respond to his wishes. He will reward you with his loyalty.

Empathy in the customer conversation

Empathy is highly important in client interactions to strengthen the relationship. But what is it exactly, and will I be able to learn it?

Professional handling of complaints

We love complaints (yes really!) because they give us the opportunity to turn a disgruntled customer into a fan. Without complaints you have no indication of the extent of the issue to rectify. If ignored this can lead to the client switching to a competitor. But how do I deal with complaints?

A profit – cross selling

"I am a consultant and not a sales-person!" Every customer service employee is also a sales-person. Targeted cross selling in customer service increases not only your profits, but also customer satisfaction and loyalty.

Managing pressure and employee motivation levels

An angry customer can spoil your day. How is it possible to quickly overcome these types of motivation problems by drawing positive conclusions?

Deliver impact: Spending time on the most important things

Reporting and internal processes can be hugely time consuming. How can you work more efficiently so you can focus on what’s really important – spending time with your customers?

Contact me for a non-binding and detailed proposal.