Making the difference through customer service
Focus your conversation on the three dimensions of customer service.
Your outcomes
- Identify and examine your customers’ fundamental service expectations
- Understand and apply the RATER model to your specific needs
- Prepare to maximize your customer impact during “moments of truth”
- Develop your core communication skills to deliver a great customer-service experience
- Plan to transfer the training to your workplace
Training content
- Managing customer expectations – the essentials
- Identifying customer excellence
- Introducing and implementing RATER (Reliability, Assurance, Tangibility, Empathy, Responsiveness)
- Recognizing and implementing RATER behaviors and language
- Listening to learn, and learning to listen
- Asking effective questions to uncover needs and priorities
- Communicating appropriately via email and telephone
- Giving bad news
- Saying “no” without breaking the relationship
- Maximizing your impact in “moments of truth”
- Putting it into practice in your workplace
Apply the RATER model to customer communication.
Develop customer relationships through authentic communication.
Your personal data is safe with us and you won’t be entered on any mailing lists when you submit this contact form.