Business Success Seminar - Customer Service

Description

The Chamber's next Business Success Series will focus on Customer Service. The seminars will take place on Tuesday, November 6 at the Champaign County Chamber of Commerce. Sessions will be presented by representatives from Dale Carnegie Training. Registrants can opt to attend the Morning Session (8:30 to 11:30 a.m.), the Afternoon Session (1:30 to 4:30 p.m.) or both. The cost per session is $57 for Chamber members($74 for non-members); $99 for both sessions (non-member rate is $129 for both sessions).

Morning Session: 8:30 to 11:30 a.m.

Part 1: Attitudes for Services

The foundation of creating a customer service culture is understanding expectations, going the extra mile and being a customer advocate. Applying behaviors of helpfulness, genuine interest and respect moves customers from hostile or ambivalent toward supportive and enthusiastic. At the end of this session, participants will be able to asses customer services attitudes, understand how to build customer relationships, manage their own attitude and be able to use conversational language to keep interactions low pressure.

Part 2: Complaint Resolution

In this session, participants will be able to explore the variety of causes of complaints, identify ways to neutralize negative attitudes and follow a process that deals with both the emotional and rational elements of complaints. Participants will create approaches to maintain their own positive attitudes, even when dealing with difficult people and issues. At the end of this session, participants will be able to deal with the emotional and rational aspects of complaints, apply methods to reduce stress and reduce the number of complaints received.

Afternoon Session: 1:30 to 4:30 p.m.

Part 1: Manage Customer Expectations

Your business has far more potential to develop long lasting relationship and future businesses by managing customer expectations in a realistic way. Customers continue to do business with organizations that deliver on what they promise. In addition, customers continue to do business with organizations that they feel have treated them fairly. In this session, participants will learn how to assess the expectations of their customers, manage customer expectations in order to exceed them and utilize a customer expectations management process.

Part 2: Telephone Skills - Inbound and Outbound

This session will help participants identify the small changes that can make a big difference in customer service. As a result, participants will build confidence in themselves and their abilities to both be responsive and proactive in their customer contacts. This session is designed to provide the basics for making the most of telephone sales and service opportunities. Whether it's to place an order, ask a question or register a complaint, a real person is at the other end of the line. At the completion of this session, participants will be able to develop confidence in customer telephone interactions, apply human relations to deal with difficult customers, use the in-bound information gathering model to understand customer needs and use an outbound call purpose outline to create favorable attention.

Refunds will not be given for cancellations although substitutions of individuals can be made. For more information and to register, contact Norma Wesley at 217.531.4669 or NormaW@champaigncounty.org. The deadline to register is Friday, October 26.