ACCeSS:
Advanced Customer Care Service Skills

Communications for Customer Care

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Customer service is the foundation for any successful organization. Customers today are more demanding and inundated with choices. If not cared for properly, these valuable customers are quick to change providers and share their dissatisfaction with others. It typically costs 5-7 times more in acquisition costs to win a new customer than it does to retain a current one.

How you will benefit:

• Improve sales and profits by reducing customer "churn".
• Recognize and overcome customer anger by listening and diffusing anger through empathy.
• Gain control by earning the right to ask questions.
• Increase customer satisfaction and loyalty by applying the six step retention process.
• Learn to prepare for the demanding customer by proactively negotiating and overcome the customer's "automatic resistance".

Who should attend?

Management and front line customer care professionals who need to develop the interpersonal skills necessary to save or retain customers.

Logistics and Notes:

This highly interactive program is fully customizable and available in either a full day session or 2-day version depending on the organization's needs.