Customer Focus

Pomoc dla "Search courses"

Providing Everyday Service Excellence

 

Course Description

Every time you interact with customers—whether face to face, on the telephone, or online—you have an opportunity to answer an immediate need and build a lasting relationship. A focused response quickly gets customers what they want or need. Beyond that, you can do even more to turn a routine interaction into a memorable one that encourages customers to return.

 

Learning Objectives

▪ Relate to customers in a way that meets their personal needs while fulfilling their practical needs.
▪ Ask questions that get results.
▪ Listen actively to what customers are saying.
▪ Adjust your nonverbal communication to increase your effectiveness.

 

Keywords

Enhances the patient and customer experience, organizational agility, client, customer, dissatisfied, facts, feelings, service, interact, listen, loyalty, exceed, practical, personal, esteem, specific, sincere, support, disclose, flexibility, importance, seek information, share, positive impact, satisfaction, patient, progress, Customer Service

 

Target Audience: Leading Others, Leading Self

·         Frontline Leaders

·         Individual Contributors

 

Duration: 20 minutes

Languages: English

LINK HERE


Handling Customer Dissatisfaction

 

Course Description

You answer the phone only to hear an angry customer shout, "Where's my order? You said it would be here two days ago!" What do you say? Or, you've just spent 10 minutes explaining the service options you can provide to remedy a problem when the customer asks for something that is in violation of your company's policy. What do you do?

 

Learning Objectives

▪ Use Key Principles to handle customer service challenges.
▪ Recognize two types of customers—walkers and talkers—and understand why it's important to know the difference.
▪ Defuse the emotions of an openly dissatisfied customer and respond to the person effectively by taking the HEAT.
▪ Take steps to salvage business with dissatisfied customers.

 

Keywords

Enhances the patient and customer experience, effective partnering through influence, anger, apologize, apologizing, argue challenge, communicate, communication, customer service, customer, defuse emotion, disappoint, dissatisfied, empathize, empathizing, empathy, exchange, heated, helpdesk, Key Principles, satisfaction, satisfied, take responsibility, unhappy, Customer Service

 

Target Audience: Leading Self and Leading Others

·         Frontline leaders

·         Individual Contributors

Duration: 20 minutes

Languages: English

 LINK HERE


Taking the HEAT

 

Course Description

Even the best proactive customer service skills won’t produce satisfied customers every time. Service providers need to be equipped with reactive skills, too. They need to be able to Take the HEAT in order to turn dissatisfied, angry customers into satisfied, loyal ones. In addition, service providers must draw out dissatisfied customers who are reluctant to express their dissatisfaction, in order to take action to fix any problems. 

 

Learning Objectives

▪ Recognize the business impact of retaining customers.
▪ Identify the differences between the two types of customers and explain the importance of encouraging walkers to talk about their dissatisfaction.
▪ Apply a set of skills (HEAT) that will enable you to identify and respond to dissatisfied customers.
▪ Use a set of best practices for taking the HEAT to turn difficult customer situations into positive interactions

 

Keywords

Enhances the patient and customer experience, courageous presence, apologize, confirm satisfaction, customers, defuse emotions, empathize, dissatisfied, dissatisfaction, external customers, follow up, internal customers, hear them out, loyalty, personal needs, practical needs, seek instead of telling, stress, take responsibility, talkers, trust, vent, walkers

 

Target Audience: Leading Self and Leading Others

Frontline leaders

Individual Contributors

Duration: 2 hours

Languages: English

 Click here to access the course

Mobile resources available: DDI Anytime 

www.ddiworld.com/heat

Going Beyond Customer Expectations

 

Course Description

Providing good service fulfills customers' needs. Provide it quickly and efficiently, and not only will your customers be pleased, but you also will have done your job. But you can always do more. You can take that extra step beyond what customers expect into the realm of the surprising and rewarding. You exceed customer expectations when you take the initiative to turn a pleased customer into a loyal one.

 

Learning Objectives

▪ Take the initiative to exceed customers' needs and expectations to create loyal customers.
▪ Take responsibility for turning customer feedback into opportunities for continuous improvement.

 

Keywords

Enhances the patient and customer experience, innovative mindset, assistance, continuous improvement, customer needs, customer service, distinguish, efficient, exceed, excellence, expect, expectation, feedback, help, high quality, improve, initiative, proficient, provide service, satisfaction, satisfied, satisfy, service champion, service provider, service quality, service, uncover needs, Customer Service

 

Target Audience: Leading Self and Leading Others

·         Frontline leaders

·         Individual Contributors

Duration: 20 minutes

Languages: English

 

LINK HERE