Customer Service

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Customer Service

This skill-based workshop is designed for employees in the organization who are in customer service roles with internal or external customers. All the information and exercises can be easily applied to work-related situations. Customer Service is designed to be facilitated in two-days, or if you prefer, in a series of short-term meetings.

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Workshop Objectives

Participants will learn to:

	Build trust and encourage repeat business.
	Increase customer satisfaction from internal and external customers.
	Determine what customers really want and how to meet those needs.

Deal with dissatisfied customers or colleagues.

	Adopt a professional, friendly perspective throughout conversations.
	Work toward positive outcomes.
	Create rapport with any customer or co-worker.

Workshop Topics

	Identifying Service Excellence
	Doing a Customer Service Analysis
	Identifying "Blocks" to Excellent Customer Service
	Identifying Key Customer Service Skills
	Recognizing the Customer's Emotional Level
	Identifying Positive and Negative Listening Responses
	Using Questions to Gather Information
	Presenting Information to Customers
	Developing Effective Language to Satisfy Customers
	Dealing with Anger and Other Negative Emotions in Customers
	Determining Your Level of Empowerment with Customers
	Identifying Blocks to Successful Performance

Reproducible Format

Word 2000 Custom Version CD-ROM - This is our newest and most exciting version of our Reproducible programs. Using the power of Microsoft Word 2000, you can modify, change, edit, delete, import, export, copy, paste, add color, logos, clip art, fonts, etc., to all of our programs, just as you would any Word document! On each CD is an original template of the Participant’s Workbook and Facilitator’s Guide.

Customer Service 2-Day Training Program - $179.95

Ordering Information

If you order 3 CDs, we'll send you 1 free CD for a total of 4 CDs!!

If you order 5 CDs, we'll send you 2 free CDs for a total of 7 CDs!!

If you order 7 CDs, we'll send you 3 free CDs for a total of 10 CDs!!

Ordering is very simple. There are 3 parts to placing your order.

1. Click on the Order Page link which will take you to the Secure Order Form. Choose the programs that you will pay for by credit card (MC, VISA, AMEX, Discover). If you order 1 or 2 programs, skip step 2. If you order 3, 5, or 7 programs, go to step 2.

2. Depending on whether you ordered 3, 5, or 7 programs, choose the appropriate FREE CD or CDs that will be sent with your order. You'll see them listed on the order form as "Free With Promotion".

3. Follow the instructions on the secure site for billing and shipping information. Orders are shipped the following day upon receipt of an order.

Order Page
Goods and services provided by Brainstorm Dynamics, Inc. (MD, United States).
Sold by 2CheckOut.com Inc. (Ohio, USA).

Ordering Example: You want to order 3 Programs - Coaching, Customer Service, and Practical Leadership. You click on the order page link and you are taken to a secure order form. The order form lists the 10 training programs we offer. The top half of the order form has the 10 programs with a price for each. The bottom half of the order form has the 10 programs listed as free. You would order the 3 programs you want on the order form. Then you would select the 1 free CD from the bottom half of the order form. Let's say Team Dynamics. Your total order would come to $539.85 plus $9.00 handling, for a total of $548.85. Your order form will show Team Dynamics as $0. You would then complete the billing and shipping information as directed on the web site. All 4 CDs would then be shipped together the following day.

Using a Purchase Order, Having an Invoice Mailed, or Payment by Check

If you need a copy of an order form to use with a purchase order, need an invoice mailed with your order, or to mail a check with an order, click here and use the form on this page. You may also take advantage of our internet promotion. Indicate on the order form which CDs you are paying for and which CDs will be sent as "free" with your order.

� 2004 Brainstorm Dynamics, Inc.