Managing Customer Service and Malpractice Risks
- What:
- Who Should AttendFront Office StaffBack Office StaffPractice Managers and AdministratorsMembers of support teamsAnyone interfacing with the external customer Course SummaryEffective customer service at every level of the organization creates the internal service culture that separates the good companies from the great ones. Serving our customers in a manner that will not only meet, but exceed their expectations is the key to creating passionate advocates for your company. This interactive program enhances the customer service skills for anyone that interfaces with an internal or external customer. A Certificate recognizing 4 hours of continuing developmental education will be provided at the end of the program. How will you benefit:Understand the various levels of the customer experienceLearn how one negative experience can tarnish a company's imageParticipate in group discussions based on your service experiencesUnderstand the steps in the customer service processMaster the characteristics of good listeners and implement techniques for active listeningLearn techniques for dealing with difficult customersUnderstand the importance of internal customer serviceImplement new methods of establishing and building rapportUtilize questions to identify your customer's needsStudy the most persuasive words in the English language Curriculum OutlineFoundations of Customer ServiceLevels of Customer ServiceWhat Customers WantCreating a Service CultureCustomer Service ModelGreeting the CustomerMoments of TruthBuilding RapportPhone and Email EtiquetteCommunication SkillsCommunication FactorsUsing Persuasive WordsUsing your VoiceBody Language Listening & QuestioningTypes of Questions & ListeningDeveloping Active Listening SkillsIdentifying Customer NeedsResponding to CustomersChallenging CustomersHandling Difficult QuestionsBridging and TransitioningResolving Customer IssuesAcknowledging CustomersCustomer Follow‐upStress Management TechniquesContinuous Personal Development Satori & Kaizen
- Where:
-
Hallbrook Country Club
Leawood KS
- Category:
-
Other & Miscellaneous
- When:
- Saturday, February 4
@ 8:00 am
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