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Janelle Brittain
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 "I can really tune in to my clients now."
-- Customer Assistant, Bank of America  

Customer Service: Who Cares?

This popular, customer-focused training program can cover your choice of the following topics:
  • What is customer service -- really?
  • How to show your customers that you really care
  • Everything you do counts: understanding the ripple effect
  • Creative customer service -- how to surprise your customers with creative solutions
  • Cooling and capitalizing on customer complaints
  • Assuring "Star Moments" in each customer contact
  • Building a loyal customer relationship
  • Walking in the customer's shoes
  • Service: your customer can hear it in your voice
  • Planning for customer delight -- setting goals and action plans
  • Committing to customer service -- personal commitment to take action
This program is customized according to your current challenges. Through interviews of yourself and others, we will gather information to help us create an on-target program for you.

Handling Difficult Customers

Knowing what to do with those "difficult" customers can reduce your stress -- making work more manageable and successful. This program offers concrete techniques to handle the three personalities most often complained about. Participants also learn how to apply their own life experiences to better understand anyone who is being "difficult." The ability to understand and work well with other customers -- no matter how they act -- is a critical skill. This program offers:
  • Insights into the three most difficult customer types: the demanding Dominant; the uncommitting, backstabbing Amiable; the nit-picking Analytical.
  • A better understanding of why people act and react the way they do.
  • Techniques to successfully deal with these three customer types.
  • Ways to access within yourself the ability to better handle problem customers.
As a result, participants find themselves more at ease and comfortable dealing with customers who once were difficult, and better able to prevent them from becoming difficult.

President & CEO
Dynamic Performance Institute, LLC
7325 N. Oakley Ave., Suite #2
Chicago, Illinois 60645 USA
Voice: 773-262-8686
Toll free: 888-262-8686
Fax: 773-262-2224
janelle@dynamicperformance.com
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