Service Professionals
Consumer polls tell us employee indifference accounts for 68 percent of customer loss in American business. That's a huge risk that can be overcome through effective customer service.
Ridge provides the customer service training that first ensures your personnel have the foundation for quality customer service, and then takes those service skills to a new level, helping them become a point of differentiation for your organization.
ESSENTIAL SERVICE SKILLS
Ridge's Essential Service Skills course equips service professionals with skills to fortify themselves while more skillfully understanding and responding to customer needs. The training focuses on accomplishing three primary results: customer retention, efficient interactions, and reduced turnover.
The course does this by teaching service professionals how to:
-
Identify and resolve the core problem in a way that retains the customer
-
Ensure efficient interactions
-
Build skill and confidence while reducing stress for long-term job satisfaction and retention.
SERVICE EXCELLENCE SKILLS
Service Excellence Skills trains service professionals to meet a customer's presenting need, and then expand the relationship as appropriate. Course participants learn to make referrals to additional products and services in ways that a customer doesn't feel "sold to," but instead feels "well-served." This deepens the customer's relationship with the whole organization leading not only to customer retention and loyalty but also to increased revenues and profits.
This two-day session equips participants with the skills to:
-
Apply a Service Excellence Model that provides structure and consistency to each customer interaction
-
Listen in a way that demonstrates to the customer that his or her issues and needs are fully understood
-
Determine a customer's underlying needs so that the right issues are addressed the first time
-
Propose and get buy-in to service solutions that meet the needs of the customer as well as your business
-
Select and make referrals to appropriate products or services
-
Reduce stress and better handle his or her own reactions to demanding or emotional customers
-
Effectively defuse the emotional reactions of customers.
Copyright 2008 Ridge Associates, Inc. All Rights Reserved.