Pearson Training & Consulting

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"The customer game is ultimately won or lost on the front lines---where the customer comes in  

 contact with employees."              

                        -Customer service guru Paul R. Timm, Ph.D

Customer Service Training

Employees are introduced to the fundamentals of effective customer service.  The curriculum design is based on decades of research undertaken by well-respected customer service research organizations such as Tarp.

Some of the topics covered include:

  • The valuable 4%
  • Face-to-face encounter
  • Effective customer time management
  • Managing angry customers/customer conflict resolution
  • Handling complaints
  • Turning angry customers into loyal patrons
  • Verbal and non-verbal communication and its meaning to customers
  • Effective listening skills
  • Culture and customer service

Methods include:

  • Real situation exercises/role plays
  • Customer service training games/activities
  • Written material to reinforce concepts
  • Reinforcement with supplemental customer service training video

Important takeaways:

  • Customers can forgive mistakes but not bad attitudes
  • Poorly treated customers are happy to tell others
  • Customers will take their business elsewhere without a second thought
  • Exceeding customer expectations is the key to building loyalty and a healthy bottom-line

   Please click on to access online training


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