This lively and fun presentation takes the
one-on-one game of customer service and shows your people
how to win over customers no matter how they behave. To build
and keep the truly loyal customer, you need to go beyond
mere customer satisfaction. You’ve got to shoot for
nothing less than customer delight, every time. Dr. Brinkman
reveals how Conscious Communication techniques create a feeling
of being loved for the customer and satisfaction for the
service professional.
Dr. Brinkman’s compelling customer service tactics
include:
- Specific strategies to deal with tough, upset customers
- Surefire trigger words and phrases you can use or not
use to either delight or annoy your customers.
- The 5 personas of the service professional and when to
use them: Host, Healer, Detective, Teacher and Advocate.
- Don’t take it personally! How to deal with the
emotional reactions of upset customers without becoming
equally upset.
- How to stay out of a common and innocent trap that turns
customers off.
- How to make a customer happy and give them what they
want, even when there is no way you can give them what
they want. (This is not a misprint.)
A powerful, entertaining program - conference audiences love the
keynote version combined with a break out. Equally popular is the
full day training for entire teams, departments and organizations.
It also makes a perfect breakout following a Dealing With People
You Can't Stand keynote or vice versa. This program is based on Dr. Brinkman’s recent book, Love Thy Customer (Brinkman & Kirschner, McGraw-Hill, 2006). Special bulk pricing is available to ensure that your attendees have a follow up book. A book signing/Meet the Author can be arranged.
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