The Conference on Customer Service Training Class

OPENING SESSION: 9:00 a.m. - 9:35 a.m. - What's coming next in customer service ... are you ready?
TRACK ONE: Creating Great Service Experiences, One Customer at a Time
Session 1: 9:50 - 10:40 a.m.
It's a jungle out there! How to effortlessly manage lions, tigers, bears and other difficult customers
It's easy to proclaim that "The customer is always right." But it can be extremely difficult to practice that concept when a customer's emotional outburst, unfair criticism or verbal abuse is directed at you. In this session, we'll arm you with unique and effective skills for managing heated and volatile interactions while maintaining your composure. Topics include ways to stay calm when an angry customer lashes out, how to choose the response option that best fits the situation, knowing when and how to apologize and innovative ways to bring the incident to a polite and positive close.
Session 2: 10:55 - 11:45 a.m.
Extreme motivation: Powerful ways to keep CSRs pumped and productive
Studies confirm that motivated workers are more productive, stay longer and provide better customer care. Are your employees motivated to perform at their best? Key points in this session include how to create a "fun" and more productive work environment, the hidden pitfalls in common reward systems, the power of no-cost "attaboys" in motivating reps and much more.
Session 3: 1:00 - 1:50 p.m.
Breaking news: What today's customers really expect-and how to deliver it
A whopping 70% of lost customers can be traced to one factor: The perception that they're being poorly treated by company representatives. Consequently, when customers feel that they were abruptly interrupted ... contradicted ... or ignored, they'll take their business elsewhere. This presentation covers the major ways that customers are turned off-including some innocent but emotionally loaded phrases, words and actions-and provides "how-to" coaching in what to say and do instead.
Session 4: 2:05 - 2:55 p.m.
How to teach employees to give 110%-and then some
Few employees instinctively know how to provide friendly, caring and helpful service, so these "tough-to-teach" qualities must be clearly spelled out and demonstrated in behavior, action and attitude. Roll up your sleeves in this session as you learn how to set, communicate and enforce meaningful performance standards in customer-critical areas and how to use this scorecard to monitor, measure and boost individual and team performance.
Session 5: 3:10 - 4:00 p.m.
Mirror, mirror on the wall: Is your voice as friendly as your smile?
The familiar adage, "It's not what you say but how you say it," is certainly true in customer service. Customers become instantly ruffled when they hear a defensive tone in your voice, a word spoken curtly or a bored, monotone greeting. In this important session, learn how to develop your verbal power and maximize your role as the important "voice" of your firm's products and services.
TRACK TWO: Remembering to Be Good to Yourself Too
Session 1: 9:50 - 10:40 a.m.
Down with stress! Look and sound wonderful-even on your worst days
In customer service, stress management isn't just nice to know ... it's vital to your health, your longevity in your job and your effectiveness with customers. In this informative session, you'll learn how to cope with the unique stress of dealing with people day in and day out, find out how to take a "mental" break when you can't leave your area, discover how to deal with the stress of saying the same things over and over and much more.
Session 2: 10:55 - 11:45 a.m.
Deflecting the sting of put-downs, criticism and attacks (everything you need to know you learned in kindergarten)
Even if you tell yourself to not "take it personally," it still hurts when you're criticized or attacked by customers. But the wrong response or reaction can result in a lost customer and make you feel even worse. You'll discover in this session that there are many ways to respond to angry or unreasonable customers that will result in a positive outcome for everyone. You'll learn what it is customers really want (and how to provide it), how to respond without letting your professionalism down and more.
Session 3: 1:00 - 1:50 p.m.
How to build rapport-and win respect-in 10 seconds flat
Those first few moments with a customer can set the stage for a positive, successful interaction or a negative confrontation-and which way it will go is mostly up to you! In this session, you'll master the art of making a good first impression, including little-known tips for projecting credibility, getting others on your side, gaining equal footing with the customer and much more.
Session 4: 2:05 - 2:55 p.m.
Help! I need an emergency attitude makeover!
So you don't really believe you can love your stressful, demanding and sometimes frustrating customer-contact job? We'd like the opportunity to change your mind! Join us in this inspiring journey into the minds and thoughts of those amazing service reps with the ability to come in-and leave-with a smile and a winning attitude every day, no matter what. Discover their secrets to job fulfillment and find out how you can start getting more enjoyment out of your job ... and satisfy customers at the same time.
Session 5: 3:10 - 4:00 p.m.
When the answer must be "no"-how you say it is 99% of your success
In customer service, sometimes the answer must be "no" when what the customer wants simply isn't possible for any number of reasons. Delivering news that customers don't want to hear will become much easier and less stressful once you've attended this session and learned how to confidently and appropriately give customers "bad news," handle the situation when a customer won't take "no" for an answer, find the option most likely to satisfy the customer and more.