The following series can be done as a one day program or as two hour modules spread over time. Gone are the days when women are expected to be just like their male counterparts. Our differences are needed in the … Continue reading
Leaders Create Customer Delight
In today’s fast-paced, high-tech environment, customer loyalty is no longer a guarantee. Whatever “it” is, customers want “it” right … and they want “it” right now. Leaders have to work everyday to create customer delight. After all, customers have other choices. Rarely, is an organization today the only game in town. This customized program guides employees to focus on customer needs, enhance relationships and increase customer satisfaction.
Who Should Attend
Any employee whose primary role is serving customers
Learning Objectives
After completing this course, you will be able to
- Understand the strengths and limitations of your behavioral style, using the DiSC
- Behavioral Communications Profile
- Create and maintain relationships with customers
- Increase customer satisfaction by focusing on needs and solutions
- Communicate with the customer based on the customer’s style, using DiSC
- Maximize customer satisfaction by avoiding unprofessional behaviors such as poor e-mail and phone etiquette or lack of follow-up
- Discover correct ways to handle upset customers
- Greet customers the right way – whether in person or on the telephone
- Project the proper body language to match the customer situation
Pre-Course Work
Take DiSC online Behavioral/Communications Profile (in session profile also available)
Optional: “Mystery Shopping” Session
Black Sheep Reputations can set up a “mystery shopping” opportunity in advance of the session to determine the company’s strengths and limitations, as well as talk with the company’s customer service professionals to gain their insights about what’s working … and what isn’t.
Recommended Program Format
Minimum ½ day for up to 25 participants
