Sales & Marketing Series

 Customer Service Training

With an emphasis on the skills needed to build external and internal relationships, this training tackles issues such as how people can exceed customer expectations, recognize the difference with internal customers, and leverage “best practices” to strengthen customer relationships. The expected results of this training will be measurable gains in improved service quality, better resolution of customer conflict, and an overall increase in customer satisfaction. The participants of this training will learn to keep their cool, stay on message, be helpful, and stay positive in every circumstance.

The Offering

This 10-hour online virtual training course consists of 4 courses that will be conducted over a four-period. This customer service training is intended for any employee who has some direct involvement with the customer, whether an outside sales representative, inside sales and customer service, field quality technicians, and any supervisor, manager, or lead with involvement with the customer or these departments.

Who is this training for?

• Inside and Outside Sales
  
• Customer Technical Services
  
• Supervisors
  
• Customer Support Teams

Capacity: 20

Pricing

SFMA Members: $625
Non-Members: $750

Date & Time

FIRST Offering
Attitudes for Service – April 27-28; 9:00 am – 10:30 am
Manage Customer Expectations – May 4-5; 9:00 am – 10:30 am
Outstanding Customer Service – May 11; 9:00 am – 10:00 am
Transforming Customer Complaints into Opportunities – May 18-19; 9:00 am – 10:30 am

SECOND Offering
Attitudes for Service – July 13-14; 9:00 am – 10:30 am
Manage Customer Expectations – July 20-21; 9:00 am – 10:30 am
Outstanding Customer Service – July 27; 9:00 am – 10:00 am
Transforming Customer Complaints into Opportunities – August 3-4; 9:00 am – 10:30 am

Session Descriptions

Attitudes for Service – Every time you encounter a customer, your attitude is showing! This course will help you develop the right attitude for top-notch customer service. It will help you build relationships, increase customer satisfaction, and maintain a positive attitude in any situation.

Manage Customer Expectations – Building a loyal customer base is essential for the success of any business, large or small. Customers continue to do business with organizations that deliver on their promises, every time. This interactive, live online course will help you build trust and long-term relationships by managing customer expectations in a consistent way.

Outstanding Customer Service (1-hour online live webinar) – Committing to outstanding customer service means sometimes dealing with those not-so- pleasant customers. This interactive one-hour webinar will take you through an eight-step process for resolving customer complaints and handling each customer’s needs, no matter how challenging.

Transforming Customer Complaints Into Opportunities – A complaint doesn’t always have to be negative! This live, online workshop provides strategies for resolving complaints in a positive way that benefits everyone involved. Apply a process that addresses all the facets of a customer concern and turns it into an opportunity to build customer loyalty.