CUSTOMER SERVICE

Going For The WOW! In Customer Service

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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

  • Acquire the insights, skills and confidence to deliver better, faster service

  • Increase customer satisfaction

  • Learn how to gain repeat business

  • Know what customers expect

  • Increase your credibility with customers—and your value to your organization

  • Manage stressful situations more effectively

  • 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

  • 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

  • Internal customer service: why it’s just as important as external service

  • Managing customer expectations

  • Managing customer expectations by personality style: understanding your own personality style and that of others

  • Personalized listening skills: creating better rapport with customers to gain more influence

  • 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

  • Dealing with difficult customers: understanding anger...applying emotion management tools

TARGET AUDIENCE

  • Staff

  • Employees

  • Executives

  • Leaders

  • Managers

  • Supervisors

REQUIREMENTS

  • Basic desktop, laptop or tablet

  • Microphone and speakers or headset with microphone

  • 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

Virtual Instructor Led Training

Self-Directed Training

*Discounted bulk classes are available by request

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

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