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Managing the Customer’s Experience Toolkit

Item #: TCS-001
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Retail: $77.70 Price: $62.95
You Save: $14.75 (19.0%)




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    Managing the Customer’s Experience Toolkit gives access to our complete suite of customer service skills training guides that leads you and your sales managers step-by-step through every facet of how to manage the customer’s experience to increase customer satisfaction and retention.

    Here’s What You Get

    The six customer service training guides with the concepts taught within each of them that are part of Managing the Customer’s Experience Toolkit include:

    Delivering Exceptional Customer Service

    • How your customer defines exceptional customer service
    • The positive impact exceptional service has on your company
    • The negative consequences experienced by your company resulting from poor service
    • What is required of you to deliver exceptional customer service
    • How to develop a positive service attitude
    • How to set the tone for delivering exceptional customer service
    • Why exceptional service is defined by a close “attention to detail”
    • How to productively manage the customer’s experience and deliver sustainable and exceptional service

    Managing the Customer’s Experience

    • How you can personally influence a customer’s experience
    • How to identify your customer’s needs
    • How to value your customer’s business
    • How to make a positive and lasting impression on your customer

    Identifying & Meeting Customer Expectations

    • The role of perception and expectations in customer service
    • How to identify customer expectations
    • How to manage customer expectations
    • How to meet and exceed customer expectations
    • How to define and deliver value to the customer
    • How to assure customer satisfaction

    Establishing Trust & Credibility

    • The importance of establishing trust and credibility in the service environment
    • Understanding your role and responsibility in building and fostering trust
    • Why trust is built on your personal credibility
    • How the customer’s previous experience impacts their level of trust
    • Why your personal actions impact your credibility
    • Techniques to build trust and credibility with your customers
    • Strategies you can use to reestablish trust and credibility in a broken customer relationship
    • How to appropriately use your company’s policy when dealing with customer problems

    Listening

    • The importance of having effective listening skills
    • The pitfalls associated with poor listening skills
    • How to improve your listening skills
    • How to improve your service skills with effective listening techniques

    Handling Angry & Hostile Customers

    • How to identify the reasons why customers are more demanding and increasingly hostile
    • How to understand the causes of customer anger and hostility
    • How to handle angry and hostile customers
    • How to understand how to handle the stress associated with angry and hostile customers

    BONUS: Customer Service Representative’s Roles & Responsibilities

    As a bonus when you purchase Managing the Customer’s Experience Toolkit we will include as a FREE Bonus to you an additional training guide: Customer Service Representative’s Roles & Responsibilities ($12.95 value) which clearly defines the specific roles and responsibilities of a customer service representative. It helps customer service representatives to competently perform their tasks and assignments to improve service and increase customer satisfaction.

    Customer Service Representative’s Roles & Responsibilities will teach you or your employees:

    • What you need to know to competently handle your job
    • The value of quality customer service
    • Your role in delivering quality customer service and what is expected of you
    • How to develop the competent customer service skills and knowledge
    • Strategies and techniques to develop good customer service skills
    • Techniques to develop a personal service attitude
    • How to handle the negative aspects of your job
    Purchase Managing the Customer’s Experience Toolkit now for $62.95
    and save 19% over our retail price of $77.70!

    You’ll also receive our Free Bonus:
    Customer Service Representative’s Roles & Responsibilities
    , $12.95 value!

    Order Managing the Customer’s Experience Toolkit – a $90.65 value for only $62.95!

    Order Now!

    About Majorium Business Press

    Majorium Business Press is an independent publisher founded in 2010. It is in the business of helping people to be better at what they do, whether they are employees, managers, trainers, business owners, or consultants. It supplies expertise through its unique professional development library of over 125 books that educate individuals to learn new skills, or enhance existing ones to solve problems and improve their performance, providing flexible materials to use for developing training, discussions, coaching, or to supplement existing training.

    Stay in Touch

    • Majorium Business Press
    • 800-654-4935
    • sales@majorium.com