All of these programs can be presented in a short (1.5 hour) or
long (3 hour) workshop. They are appropriate for in-house staff
training or breakout session at conferences.
We all know that good guest relations are crucial to the success
and prosperity of every business. But if you already have a guest
relations program in place and are doing all the “right”
things then how do you move to the next level in customer satisfaction?
What steps do you take and how do you bring your employees with
you? Join Ruby Newell-Legner, a specialist in training guest relations
staff, as she explores how to raise the bar in serving your patrons.
Participants in this program will learn how to:
16 specific ways to raise the bar in guest relations
“Best practices” from exceptional agencies
How to clarify customer service standards for your staff
How to turn a one-time visitor into a frequent guest and advocate
Success in business and customer service go hand in hand. It's
no secret why certain businesses keep their customers happy. They
win their customers' trust and loyalty by developing long-term,
satisfying relationships. This training program will help you develop
skills to consistently promote and deliver positive service with
every customer encounter.
This program is very interactive. It includes brainstorming, checklists,
small group discussions and activities that will improve both internal
and external customer relationships.
What you will learn in this program:
Respect what customers want and understand why customers complain
Improve customer loyalty and retention
Use listening as a skill to enhance relationships
Use telephone skills to enhance perceptions
Handle concerns with diplomacy and tact
Use the S-O-F-T-E-N Technique to win over angry customers
Choose your words carefully to leave a positive, professional impression
Stay COOL! Create Ongoing Opportunities to Love your Job, your Customers and your Team
Description
Imagine a workplace where everyone works like a team, confidently promotes
customer satisfaction and comes to work every day with a positive attitude.
Sounds like a "COOL" place to work huh?
The upbeat energy created by that kind of work environment can be positively contagious.
In this session, we will explore what it takes to create such an atmosphere.
We will investigate camaraderie, taking responsibility to leave a positive
impression on every customer and how our individual perspectives can make it a
long day or a Fun day.
Participants in this program will learn how to:
Promote teamwork and create camaraderie with your coworkers
Develop and maintain a high level of morale within the "ranks"
Elevate your customer service standards by improving the perceptions you
leave with every patron
Recognize the need to take responsibility for having a positive attitude and what
to do when a teammate is having a bad day
Is the customer always right? No … but they are the customer and we must do everything we can to resolve their issues and turn them into loyal advocates. Come learn how to diffuse their anger and turn them into life long fans.
You'll learn how to:
• Choose the right mindset when working with challenging customers
• Avoid what makes customers upset
• Identify what angry customers are looking for
• Determine what visual cues you need to send to customers to calm them down
• Review the reasons why a customer might be unhappy and the challenges of dealing with them
• choose specific words that promote positive customer relations
• Teach your staff best practices of how to respond appropriately to their concerns to defuse an angry customer
