Essential Service Skills
Customers rarely call to offer praise, so service professionals often deal with demanding customers, even angry or hostile ones. They have to say "no" or deliver news the customer doesn't want to hear. They must deflect negativity, maintain the relationship, and resolve the issue in a way that the customer remains a customer. And they have to do it fast.
The bottom line is that while service professionals can't always resolve an issue in ways that "delight" customers, they can create a service experience that leaves the customer feeling respected and valued—and still a customer.
Ridge's Essential Service Skills course equips service professionals with skills to fortify themselves while more skillfully understanding and responding to customer needs. From a business point of view, the training focuses on accomplishing three primary business results: customer retention, efficient interactions, and reduced turnover.
The course does this by teaching service professionals how to:
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Identify and resolve the core problem in a way that retains the customer
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Ensure efficient interactions
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Build skill and confidence while reducing stress for long-term job satisfaction and retention.
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