Customer Service Relationship Training

(Generic Outline - All Training is Customized for Individual Clients)

All training programs include instruction, interaction, skills practice, exercises and role-playing on various parts of the course.


Using Your Relationship Skills
    Be a Service Consultant - What to Say and How to Say it
    Offer Services in a Way That Will Benefit Your Customer


Understand and Apply Key Elements of Extraordinary Care
    Intention - Be determined in advance
    Relationship - Build rapport with your customers
    Discipline - Be self-disciplined and practice
    Skill - Learn the skills and techniques required


Understand the Difference and Learn to Speak Confidently about:
    Features
    Benefits
    Competitive Advantages


Call Path Control - The LAMAŠ Technique
    What it is and Why it Works!
    L - Listen
    A - Acknowledge
    M - Make a Statement
    A - Ask a Question


The Key to Service is - Ask the Right Questions!
    The Art of Asking Questions
    Five types of Questions
    Questions to Use and Questions to Avoid
    Ask a Question that Serves the Customer, Company and the Agent


Learn What to Say to Keep the Customer Pleased
    Opening Greetings
    Your Attitude is Showing
    Voice, Tone, Pitch and Pace
    Rules of Engagement
    Uncommon Courtesy
    Contraband
    The Name Game
    Posture Perfect


Learn How to Make Offers for Additional Services or Sales
    Transition to Sales or Conclude the Call


Wrap-up Skills
    Summarizing the Agreements
    Invite Action
    Sell the Next Step in the Relationship
    How to Say Good-Bye


We will customize this course to the situations you have exactly. Let us give you a program that will be accepted by your Customers, used by your Agents and retain your Customers for Life.