Wilmington College Corporate Educational and Personal Enrichment Center

Course Contents

Improving Customer Service

Whether we work on the front line or support the person who works on the front line we all touch customers. Poor service is the most often stated reason why customers leave. In today’s fast paced, global world, good customer service is almost unique; and yet, providing better and faster service is what keeps our customers coming back.  This seminar will focus on the most critical communication skills for helping to insure good customer relationships and repeat business.

What You Will Learn

  • Skills for identifying customer needs
    • probing questions
    • actively listening
    • confirming information and needs
  • Effective responses to customers
    • efficient telephone and e-mails
    • resolve problems
    • handle objections
    • confirm satisfaction
    • close and follow-up
  • Ways to Built Rapport
    • empathy
    • positive and polite body language and words
    • customer focused attitude
    • knowledge/counsel
    • exceed expectations
    • create relationships

Seminar Length

1 day (8:30 am–3:30pm)

Methodology

Lecture, group discussions, practice exercises

Who Should Attend: 

Customer Service Representatives, Technical and Support Specialists,     Individuals who deal directly with customers  

Seminar Leader: 

Peggy Smith has served as an educator, teacher and facilitator helping others to communicate more successfully throughout her career in both private and public sectors. Prior to working 16 years in sales with the DuPont and Agfa corporations, she was the Training Specialist for the Engineering Division of DuPont, served as Training Director for Peace Corps Nepal and taught in NYC public schools. She has advanced degrees in Education and Counseling, and completed numerous courses in Sales, and Communication Leadership.

Cost:  

$ 195.00 cost includes continental breakfast and light lunch

Location: 

Wilmington University Wilson Graduate Center
31 Reads Way
New Castle, DE 19720

Dates of Course: 

Tuesday, October 11th
8:30am – 3:30pm

Course Cancelled.