Attitudes for Service
About This Course
This course is foundational when it comes to customer service. Learn to project a friendly willingness to serve customers in a low-pressure, high-touch way, in every customer interaction. Discover ways to increase your self-awareness, improve your communication skills, and ask the right questions. With the Four Drivers of Customer Service, you’ll set goals for being a customer champion.
What You’ll Learn
At Dale Carnegie, we believe that any increase in performance is incumbent on two things – our mindset and our skill set. Customer service initiatives often focus only on the skill set. Without the mindset or the attitude, the skill set is much more difficult to sustain and it becomes easy to slide into indifference.
Customer service is a great way to increase the long-term customer value This represents the total amount of revenue an organization can expect from a single customer over time. If customers have a positive buying experience, they'll be more likely to buy from you again. It’s also easier to market new products to existing customers. Return customers are more likely to trust the products and services your sales and customer service team is recommending because they’ve already had a great experience.
Demonstrating a superior customer service attitude involves understanding expectations, going above and beyond, and being a customer advocate. Demonstrating behaviors of helpfulness, genuine interest, and respect influences customer behavior – moving them from indifferent to loyal. By offering best-in-class customer service, you are attaching values to your company’s brand, strengthening your reputation in the marketplace and showing by example that you care about the people who purchase your product or service.
And finally, it is much more satisfying at the end of a workday to go home with a positive outlook, less frustration and pride in the contribution you have made to the bottom line.
Attitudes for Service equips you to:
1. Assess your personal customer service attitudes to set goals for improvement.
2. Use Four Drivers of Customer Service and Three Customer Service Principles to build long term customer relationships.
3. Develop and ask the right questions to gain insight and empathy into the customer’s experience .
4. Use conversational language to maintain authenticity and prevent high pressure customer interactions.
5. Apply attitude control principles to maintain professionalism and keep your cool.
Why you want to learn it
For Customer service is on the front line when it comes to long-term customer retention. By customers feeling valued and having a positive buying experience, they will be more likely to buy from you again. Return customers are more likely to trust the products and services your organization is providing because they have had a great experience.
What You Can Expect During the Course
Discover: Discover the unique value you bring to your customers and organization. Along with the skill set to achieve your desired performance change, you will strengthen your mindset to sustain your performance change.
Expect Thoroughly Trained Trainers: Dale Carnegie trainers are highly vetted and undergo intense training that is ISO9002 certified to achieve consistent results globally. While part of a global organization, they are connected to your local culture, customs and language. As a bonus, all Dale Carnegie Trainers have “walked the talk” in achieving success in customer service.
How it will help you
Expect to become more self-aware of your attitudes towards customers and service. Gain more tools to build relationships, increase customer satisfaction and maintain a positive attitude even in stressful situations.
Who Should Attend
Any member of an organization who interacts with internal and external customers, virtually, on the phone, or face-to-face.
One 3-hour session.
Exceptional customer service is about creating meaningful relationships and memorable moments at every touchpoint. You’ll first be introduced to nine ways to strengthen relationships with customers. You also learn telephone courtesy skills, an 8-step complaint resolution process, types of questions to ask to uncover needs, 5 five steps for asking for a referral, and more! Read More >
The Dale Carnegie Methodology
The Dale Carnegie® methodology is time-tested with thousands of testimonials attesting that it works. From the very start, on an individual level, you will set stretch goals and with the support of the social learning environment, the ‘in-the-moment’ coaching by the highly trained facilitator(s), the accountability to commitments, progress will be visible to yourself and others. In the Dale Carnegie® methodology, we focus on building strengths to overpower our weaknesses. We believe that everyone has inherent greatness, and it simply needs to be identified and nurtured.