COURSE OVERVIEW
Customer experience is what will give you the competitive advantage you need to survive in a tough business climate.
In today’s customer-oriented business environment, "people skills“ are critical for personal and organizational success. How you handle your customers can directly affect
your individual goals as well as your team’s and company’s performance. “WOW” gives you the skills you need to communicate professionalism, gain respect, enhance
customer relationships and secure an overall competitive advantage.
KEY TOPICS COVERED
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Acquire the insights, skills and confidence to deliver better, faster service
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Increase customer satisfaction
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Learn how to gain repeat business
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Know what customers expect
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Increase your credibility with customers—and your value to your organization
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Manage stressful situations more effectively
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Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly
finding a workable solution to your customer’s problem
FEATURED COURSEWARE
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WHAT PARTICIPANTS WILL LEARN
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The benefits of excellent service: how customer service creates revenue, healthy organizations and
attractive employee benefits -
Professionalism under pressure: developing mental strategies for remaining optimistic and calm under pressure
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Internal customer service: why it’s just as important as external service
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Managing customer expectations
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Managing customer expectations by personality style: understanding your own personality style and that of others
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Personalized listening skills: creating better rapport with customers to gain more influence
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Vocabulary, telephone and e-mail: avoiding negative impressions with words...how to stand out on the telephone...how to write e-mail that customers will read and understand
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Dealing with difficult customers: understanding anger...applying emotion management tools
TARGET AUDIENCE
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Staff
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Employees
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Executives
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Leaders
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Managers
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Supervisors
REQUIREMENTS
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Basic desktop, laptop or tablet
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Microphone and speakers or headset with microphone
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Webcam (optional)
EACH COURSE INCLUDES
Thoroughly researched and unabridged course materials
Course handouts delivered via email
Expert teaching, troubleshooting and in session coaching
Helpful, self-assessments to evaluate your performance session by session
Action time where you’ll get clarity on how to apply what you’ve learned
Spotlight sessions to diagnose trouble spots
An unforgettable experience
Portinars completion certificate
This course is offered in 2 different formats
Course Time
8am-12pm
or
1pm-5pm
Course Length
3.5 Hours
Class Size
20 Seats Max
Format
Virtual
Interaction
High
Price
$200 per
student
Course Time
60 Days
Course Length
3 Hours
Class Size
N/A
Format
Self-Directed
Interaction
Low
Price
$150 per
student
WHAT STUDENTS ARE SAYING...
"The Portinar instructor continually reminded attendees that they were at the training for a reason: their leaders saw value in them, and they should recognize that value."
~Priscilla Nesbitt, Best Western® Hotels & Resorts