Seminars & Workshops

Exceptional Customer Service

	Turn Every Customer Into An Ally!
	Outservice Your Competitors!
	Eliminate Negative Situations Between Your Staff & Your Customers!
	Overcome Stress & Burnout!

Customer Service Skills are skills that virtually everyone requires, to be able to compete in today's marketplace. Customer Service skills are among the most sought after skills today by businesses and Human Resource people in every industry or career path! Until now, the problem has always been, "How do I get Service Training?"

Donald Trump says schools don't teach financial education. We say most colleges or universities don't provide Customer Service Training either.

What is needed is a good source of practical Customer Service Training materials, where people can relate to, understand, and adopt their own styles, based on guidance from from a proven facilitator!

Attendees will learn why customer retention is the true measure of business quality, how to help your organization form it's own customer service strategy, and how to get customers and keep them, just by following a few simple rules!

Turn Every Customer Into An Ally!

• How to gain the trust of your customers - even those who don't want to trust you
• Dozens of actions that make your customers feel important and appreciated
• How to let customers know you're really listening to them

Outservice Your Competitors!

• Powerful resource-management tips that increase the return on every customer service dollar
• How better service strategies will help you "edge out" even large, well-funded competitors
• A step-by-step strategy that makes superior customer service the rule, not the exception

Eliminate Negative Situations Between Your Staff & Your Customers!

• How to handle the most demanding situations - without getting angry or losing your composure
• An innovative system that transforms complaints into valuable customer feedback
• How to say "no" and be firm (without antagonizing your customer)
• A specific approach to win over angry or abusive customers

Overcome Stress & Burnout !

• New methods to help you conquer the frustrations of customer contact
• Workable ideas that reduce stress and turnover in customer service jobs

When dealing with customers, would you like to have THESE tricks up your sleeve?

• 9 rules for convincing communications
• 3 ways to end telephone tag
• 8 statements to avoid at all costs
• 7 customer esteem-builders
• 6 secrets to building a great team
• 6 non-verbal communications that win customers
• 4 keys to handling angry, aggressive customers.

HAVE YOU EVER HAD THIS HAPPEN TO YOU?

• After being constantly asked for identification at the bank where he's done business for 10 years, Bill explodes with irritation. The teller simply replies "Everyone is required to show ID; that's our policy." Bill then replies, just as curtly "Close My Account. Now"
• Janice receives another incorrect billing for a subscription she'd ordered. After being put on hold and transferred twice, she decides against the subscription, hangs up, and throws away the bill. The receptionist asks herself "What happened to that call - It just disappeared!"
• Mark telephones a supplier to find out why a shipment of parts is overdue. He can't reach his sales representative, and an exasperated inventory clerk tells him, "All I can tell you is that they were shipped two weeks ago! I don't know any more than that!" Mark makes a firm decision against ordering from this company again.

The moral of these stories:
Despite good intentions, the customer was lost. Every person in the organization - even those you may not think of as customer service personnel - have the ability to make a positive impact on customer relations!

In this course, attendees will discover:

The Vital Role of All Customers-Contact Personnel:
You are familiar with your organization as an "insider", but your customers judge you by their contacts and your "up-front" operations.

• Your organization through the eyes of the customer
• How to handle the inherent frustrations of heavy customer contact
• Why the choices you make with each customer contact are so important

How to Use Teamwork as a Powerful Force:
The very best customer service personnel can't be effective without internal support. By promoting team-building techniques, you can reduce stress, increase staff satisfaction, and offer your customers the highest level of service.

• 4 ways to build a strong team
• How to get the support of managers, coworkers, and staff
• Tips for improving cooperation between departments

Smart Techniques for Better Communication:
What you say may not be what the customer hears; the best intentions can be misconstrued through poor communication skills. You'll learn guidelines to communicate your message clearly, avoid misinterpretation, and project a positive image of your organization.

• How to prevent misunderstandings
• Ways to make a winning first impression
• The secrets to a good rapport with customers and associates
• Easy techniques for crystal-clear, positive communication

The Critical Art Of Listening:
Are you hearing your customer clearly? Listening is not a passive activity, but a skill that requires concentration and practice. You'll learn how to really understand what your customers are saying.

• 12 poor listening habits and how to avoid them
• 11 creative techniques to sharpen your listening skills
• How listening can surmount a tense situation

Strategies For Customer Goodwill and Trust:
Every customer must place a certain amount of trust in the people and organizations they do business with. You'll learn how to win your customers' trust and build their feelings of loyalty for a long-term satisfying relationship.

• How to make customers feel important, and why you should
• The power of using names, with 5 easy tips to remember them
• How to express appreciation
• Effective techniques for building customer loyalty
• 5 ways to reduce costly mistakes

Winning Telephone Techniques:
Often the only connection with a valuable customer is the telephone. You'll learn how to combat the depersonalization of phone communications and be as effective on the phone as you are face-to-face.

• How to avoid making a bad telephone impression
• 5 ways to improve your over-the-phone persona
• Telephone greetings that set a positive stage
• 3 simple rules for answering another person's phone
• How to speak concisely and make every word count
• Strategies for contending with rude or abusive callers
• Innocent statements that drive customers away

How To Deal With Complaints And Angry Customers:
An otherwise positive day can be destroyed by a single difficult customer. Worse, the difficult customer can break your conentration, raise your stress level, and rob you of your effectiveness with other customers. You'll learn how to deal with the difficult while maintaining your professionalism and sanity.

• How to keep from becoming upset and unraveled
• Practical tips for managing dangerous anger
• The right and wrong ways to say "no"
• Techniques for hadnling complaints to the customer's complete satisfaction
• How to keep your cool in the toughest situations

"This course will enable you to train yourself, your staff, and your organization, not only to head off costly and embarassing problems, but also to raise to a level of service excellence that exceeds your competition!" - Past Attendee!

Why is this for me?

• People without Customer Service Skills work harder, but with less positive results to show for it
• These skills are sought after by managers and HR people everywhere
• Only 10% of what we communicate to others comes from words
• Many people try to sell to others, without knowing what their customers really want/need
• Most of the stress we have at work comes from our inability to interact with others
• Most schools, universities, and colleges don't prepare us to interact with people
• If you lack customer service skills, you severely limit your career growth and future income
• If you lack customer service skills, your chances for promotion and/or customer retention are almost zero!

Included with this course:

• Attendees will receive a very valuable workbook, that can be used as a quick reference guide in real-life situations
• Attendees will receive charts, checklists, guidelines, case studies, and tools, to immediately increase the effectiveness of this course, upon return to work
• Attendees will receive FREE toll-free telephone support from our customer service specialists, any time you have questions, or you would like assistance in designing, training, or launching your new customer service process

This session has a maximum size of only 20 people, to ensure the quality of facilitation and that everyone in attendance gains the maximum possible benefit .

Whether it’s your career, or your employees … you must invest in them!

Good Customer Service Training doesn't cost money
... it MAKES you money!

Presented By

Michael Shuster
President: HIDDEN CONCEPTS INC.
Author of:
"Hiring Intelligence"
His expertise encompasses strategic employee attraction and hiring processes, sales & customer service training, ongoing employee performance management, and curriculum design. His goal setting, coaching programs, and tracking formulas, have been used by managers within over 250 organizations across North America, to successfully inspire and achieve excellence at hiring and managing top performers!

13 KEY Reasons To Attend This Seminar:

1. Increase the dollar value of every customer that you fight to have
2. Outservice your competitors and gain market share
3. Make your customers feel important and appreciated
4. Conquer the frustrations of customer contact
5. Reduce the stress for your staff, while dealing with difficult customers, while at the same time reducing turnover expenses
6. Gain the customer's support for unpopular policies
7. Remain calm in the most demanding situations
8. Transform complaints into valuable customer feedback
9. Ensure that your customers are treated courteously and fairly by everyone in your organization
10. Win the loyalty of customers who otherwise were angry and abusive
11. Understand customers who communicate poorly
12. Be successful with the most difficult-to-deal with people
13. Stay calm and keep even the most volatile customers from losing control

Attend Risk-Free

Your Satisfaction Is 100% Guaranteed!

At HIDDEN CONCEPTS we stand behind all of our seminars & workshops 100%. 

If you are not satisfied with your training experience for any reason, let us know by the end of the first day, and we’ll refund your money in full.  We guarantee it!

If you have questions about the content of these courses,
please contact HIDDEN CONCEPTS INC.:

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TOLL FREE: 1 (877) 884-0051 x118

Upcoming Cities & Dates:

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