Succeeding With Our Customers

Succeeding With Our Customers (SWOC) is an interactive and fast-paced one-day workshop to make all employees “customer service stars.” With an emphasis on customer-focus and adding value, SWOC is a must for today’s service professionals. The focus is on both internal and external customers.

Short role plays make the learning experience practical, and make it easy for participants to transfer skills to the workplace. Topics include:

  • What do customers really want? Your critical role in professional customer service
  • The language of customer care – do’s and don’ts
  • Six phrases to NEVER use (and what to substitute for them)
  • “10 Commandments of Active Listening”
  • Demonstrating professional telephone etiquette
  • Optimizing your voice and demeanor
  • Greeting the customer and identifying the reason for the call
  • Asking probing questions
  • E-mail etiquette
  • Handling difficult customers
  • Solving problems and offering solutions
  • Testing customer satisfaction
  • Optional: turning a customer service call into a sales opportunity
  • Self-motivation techniques for customer service professionals
  • Apply principles that lead to customer loyalty
  • Implement a process for handling communication over the telephone
  • Generate ideas to create memorable customer experiences
  • Describe the corporate E-Mail Charter
  • Follow a process to effectively handle complaints
  • Develop actions to ensure that company standards and principles are being met for dealing with other people
  • Virtual coaching: One-on-one coaching to help with client’s goals which might include handling customer situations, setting customer goals, and/or develop better relationships.
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