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How to Use Customer Service to turn Transactions into Relationships

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This one-day program emphasizes on the skills needed to build external and internal relationships, our training tackles issues such as how people can exceed customer expectations, initiate new services to generate add-on and cross-selling opportunities, and leverage industry-wide "best practices" to strengthen customer ties. Companies tell us the training brings measurable gains in improved service quality, better resolution of customer conflict, and increased customer loyalty.

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学习内容

How to: • Identify current customer needs and anticipate customer expectations • Profile a client with the “customer continuum” • Overcome objections and negotiate with customers using the three • principles of successful negotiation • Use follow up techniques that build loyalty • Use our proven process for defusing angry customers and hotheads • quickly • Turn complaining customers into company advocates • Communicate clearly and concisely • Think on your feet and find creative solutions • Listen for understanding and demonstrate empathy

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学习原因

There are two kinds of buyers out there. Transaction buyers look at your company as just another vendor. They’ll buy from you on price or convenience. When a lower price or more convenient process comes along, they’re history. Relationship buyers view your business as an organization they can trust. They buy from you because you consistently overdeliver on service. Relationship buyers purchase more frequently and in larger amounts than transactional buyers. As the person in charge of customer service, it’s your job to help your reps create relationship customers.

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学习效果

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