The Service Advantage™

A Com­pre­hen­sive Cus­tomer Ser­vice Skills Work­shop

As most cor­po­rate giants and small busi­nesses alike have real­ized, ser­vice - both on line and off - is a crit­i­cal con­cern for sur­viv­ing and thriv­ing in today's global, fast paced, quick chang­ing and high tech busi­ness world.

The Ser­vice Advan­tage Work­shop helps any man­ager or employee whose job involves fre­quent con­tact with exter­nal or inter­nal cus­tomers create and project a win­ning ser­vice atti­tude in the often stress-​filled envi­ron­ment of work; dis­cover pow­er­ful actions they can take to increase cus­tomer loy­alty and reten­tion, and apply time-​tested tech­niques for deal­ing with dif­fi­cult cus­tomers and co-​workers.

"Our pres­i­dent, man­agers and staff who par­tic­i­pated in your pro­gram shared their over­whelm­ingly pos­i­tive feed­back with me. They not only enjoyed the con­tent of the train­ing but also were delighted with the pre­sen­ta­tion. I applaud your abil­ity to con­sis­tently con­nect the con­tent of your pro­grams with our cor­po­rate culture."

Magali Akle,
Direc­tor Qual­ity Ser­vice
Avis Rent A Car

Based on Keith Bailey and Karen Leland's latest book, Cus­tomer Ser­vice In An Instant, 60 Ways to Win Cus­tomers and Keep Them Coming Back, the course is filled with real world, prac­ti­cal advice gath­ered from For­tune 500 com­pa­nies, small busi­nesses and entre­pre­neurs around the world, The Ser­vice Advan­tage will pro­vide you with the essen­tial skills you need to create the kind of ser­vice part­ner­ships that lead to both sat­is­fied cus­tomers and co-​workers. Topics include:

• Con­quer­ing com­plain­ing customers
• Mas­ter­ing body lan­guage basics
• Recov­er­ing from ser­vice blunders
• Learn­ing to say no with service
• Clar­i­fy­ing the four basic cus­tomer work­ing styles
• Under­stand­ing ten key cus­tomer needs
• Going the extra mile
• Learn­ing the essen­tial tele­phone and email rap­port builders
• Express­ing empa­thy appro­pri­ately and comfortably
• Counter co worker conflict

This pro­gram can is avail­able in any of the fol­low­ing for­mats: half-​day live train­ing, one day live train­ing, keynote speech, webinar/teleclass or online train­ing program. For a detailed pro­gram descrip­tion, click here to down­load a pdf of the course agenda.