The Research Institute of America reports that 96% of customers never complain about discourtesy, yet 91% make an effort not to do business in a discourteous location again. In fact, 60% of consumers who perceived that they were treated disrespectfully stated that they would drive out of their way and pay higher prices to avoid doing business with a rude service provider again. With competition as stiff as it is, companies can't afford to discount the importance of courtesy as a means of retaining and attracting customers.

Profanity, verbal ticks, inhospitality, hostile body language and whiffs of bad attitude can destroy your business and affect the morale of those who work for you. Re-teach your staff how to interact with each other and your customers with courtesy and respect.

• Customer Service Excellence
• Building Customer Rapport
• Responding to Customer Complaints
• Active Listening, Communications and Telephone Techniques
• Overcoming Speaking Anxiety
• Managing Priorities

For those employed in healthcare and assisted living situations:

• Excellent Customer Service Strategies In Long Term Care Facilities
  
  

Customer Service Excellence
Very often your associates may be offending one another and your clients and they are unaware of their irritating conduct. This step-by-step instruction will gently inform your staff of how to interact with others in a courteous and respectful manner. Profanity, verbal ticks, gossip, inhospitality, inappropriate business dress, body language and whiffs of bad attitude can destroy your business and the morale of those who work for you. Ignorance is NOT bliss. Let's get your customer service aptitude humming again!
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Building Customer Rapport:
Recognize fundamental customer needs and desires and respond in a polished and caring fashion. Discover the tools necessary to boost "likeability" and create long term and positive customer relations.
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Responding to Customer Complaints:
Avoid common customer irritants by employing a variety of techniques which will help you to acknowledge and access the complaint, affirm your understanding of the situation, analyze alternatives and work with your customer to agree to a planned solution.
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Active Listening, Communications and Effective Telephone Techniques
Learn the value of communicating efficiently and cordially with your client base. Explore how you can improve your ability to listen for content and feelings, noting cues from the speaker and responding in a thorough and caring fashion. Cultivate a good speaking voice, learn how to put a caller on hold gracefully, learn how to leave an effective voice mail message, manage angry telephone callers and review essential telephone courtesies.
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Overcome Speaking Anxiety
Learn how to speak publicly without being offensive is essential to effective customer service. Know how and when to speak up. Eliminate nervous tics and express yourself with confidence.
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Managing Priorities
Poor communications, undefined goals, lack of planning, failure to accept and implement change, time crunches and perfectionism may be the road blocks for managing to get your agenda completed in a timely fashion. When the reality is doing more with less, it is critical that you learn how to manage your time and talent effectively. Learn how to overcome the obstacles in your path.
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Excellent Customer Service Strategies In Long Term Care Facilities
This course is intended to assist those in the health care industry to better understand and appropriately respond to the needs of the residents and families of Long Term Care Facilities. We deliver a customer service program that promotes a caring sensitive environment amongst staff and customers while diminishing the likelihood of liability, non-compliance and risk management. This curriculum also seeks to establish more efficient and collegial relationships among staff member of LTC Facilities, which should lead to, improved job satisfaction, possible advancement, and, ultimately, reduced costs. We propose that one may meet these goals by delivering current, correct and realistic customer service and business protocol strategies so that personnel may meet the demands of the elderly and their families in a professional, polite way.
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