THE CUSTOMER SERVICE CONVERSATION

Welcome to The Customer Service Conversation!

Customer service starts with the very fi rst interaction, the moment the customer walks in the door/or the phone starts to ring.

This course has 3 lessons that are designed to establish the framework for every customer service conversation, focusing on greeting the customer in a way that makes them feel welcome and encourages engagement, and a warm, sincere closing that makes the customer want to return.

Using a standard framework for all customer service conversations ensures that all customers enjoy the same high standard of customer service and that your company’s standards are being consistently executed.

Of course, in order to accomplish this it is crucial that a clear understanding of your company’s greeting policy, and why it is important to both the company can be easily articulated.

The Customer Service Conversation

Online Course Intro

Engaging with your company’s greeting policy

Getting the customer engaged

Warm, sincere closing

Gym Session

Proceed to The Policy Conversation

Gym Session

Gym Belt Test

Promotion

Flow Chart

= Online

= Communication Gym on site session

Skills Developed: The ability to articulate your company’s policy on

greeting the customer with confi dence, clarity and integrity.

The ability to articulate how this policy impacts the customer and why it is important.

The ability to use multiple greeting/approach styles to begin a conversation with a customer.

The ability to use the 3 step closing to complete your customer interaction.

Objectives

Benefits:

•Stronger understanding and follow through of your company’s greeting policy•Improved customer experience •Stronger customer relationships•More repeat business•More highly engaged customers who refer your business to others.

You are now ready to proceed to the fi rst lesson:

Engaging with your company’s greeting policy will focus on articulating the specifics of your company’s policy on greeting the customer, and the importance this policy has for the customer.

Proceed to Lesson One!