Customer Service Cycle Management

Upselling Opportunities
Preventing Buyer’s Remorse
Email Etiquette Follow-Through
Customer Feedback and Satisfaction Surveys
Keeping Customers for Life

Introduction to Project Management
Project Definition
Project Planning
Project Implementation
Project Closure

Calming Upset/Irate Customers
Difficult Customers
Call Escalation
Handling Complaints
Delivering Bad News

Early Problem Recognition
Four Stages of Creative Problem-Solving
Defining Problems Accurately
Confident Decision Making
Crisis Resolution

Authentic Listening
Increasing Concentration
Developing Curiosity
Improving Clarity
Critical Listening

Information Gathering
Pinpointing Needs
Self-Service Questions
Open-Ended Questions
Controlling the Conversation

Business Etiquette/Customer Care
Instant Rapport
Building Trust and Respect
Confidence in any Situation
Building Positive Relationships

Greeting/Introductions
Customer Courtesy
Professional Image/Clothing
Word Choices
Telephone Skills