While many companies promise to deliver an incredible customer experience, why do some outperform in this arena than others? Understanding your customers specific needs while defining their “like to have’s vs. must have’s” are key components in walking hand in hand with your customer. Attitudes, confidence and handling difficult situations are all variables in creating a mutually beneficial and positive experience.
Objectives
- Approaching every call with the right attitude and mindset
- Understand how your behavior can have an immediate impact and influence on your customer
- Recognizing needs analysis while matching it with your problem-solving skills
- Apply techniques when dealing with difficult customers
- Show your commitment to customer service – Passion leaves clues
- Manage difficult customers through effective communication