Foundations
CUSTOMER SERVICE SERIESThis development series will build customer service superstars in any organization and any department.
“It takes months to find a customer and seconds to lose one.”
Customer Service
Delivering the highest quality customer service shouldn’t be that difficult, yet many companies struggle to build a consistent customer service culture. The sad reality is that it’s almost always hit or miss depending on who is handling a customer complaint.
Yet creating the way a customer issue or concern is handled should be relatively simple when you know the steps that the most successful companies take. In the Renzo Experience Customer Service Series, your teams will learn the step-by-step implementation of world-class customer service. Here’s the key — defining what that experience is like should be up to the customer not the company.
The Renzo Experience Customer Service Series is ideal for organizations that have “lost their edge” or are looking for a systematic process when it comes to delivering customer service excellence.
After going through The Renzo Experience, your customer service team will easily be able to execute on the following:
Owning the Customer Interaction
While easy in theory, the ability of a customer service professional to build immediate rapport with a frustrated or confused client is challenging. Except when you’re gifted with a dead simple strategy that will get your customers opening up and ultimately willing to hear your solutions.
Assessing and Confirming Needs and Preferences
The needs and preferences of your customers vary greatly. So, before you go providing solutions to them, it’s first necessary to assess the needs and preferences and then confirm that what you heard is exactly what they said. It is only once understanding is confirmed that you can then bridge the gap to solutioning.
Ending the Interaction on a High Note
Sometimes in the midst of offering solutions, your customer may become frustrated again. You’ll learn how to overcome the top objections and handle challenges as a champion of the customer. Once you’ve summarized and recapped the conversation for clarity, it’s time to leave the interaction with the client on a high note.
The Customer Service Foundation Series can either be used as a refresher for customer service teams or an introduction to those that have been hired into a customer service role.
The Renzo Experience
SESSION ONE: OVERVIEW OF THE CUSTOMER CHAMPIONSHIP PROCESS
- Characteristics of top customer service representatives
- Understanding the customer mindset
- Owning the customer interaction
- How to immediately build rapport and trust
SESSION TWO: FACT FINDING TO DETERMINE CUSTOMER NEEDS/PREFERENCES
- How to quickly assess the needs and preferences of your customers
- Creating a conversation based on understanding
- Controlling the interaction through questions and affirmations
- Strategies to keep the customer engaged
SESSION THREE: CONFIRMING NEEDS/PREFERENCES AND PRESENTING SOLUTIONS
- Ensure understanding with the customer
- Effectively creating a bridge to solutions
- Present quality solutions that enhance the relationship
- Asking for fearless feedback
SESSION FOUR: HANDLING OBJECTIONS AND RECAP/ENDING THE INTERACTION
- Overcoming top challenges and objections
- Tips to lower resistance
Summarize and recap for clarity and alignment - Leaving the customer encouraged
SESSION FIVE: PUTTING IT ALL TOGETHER
- Crafting your journey forward
- Making this process part of the company DNA
- Creating habits that ensure results
- Recapping challenging situations and how to solve effectively
Testimonial
“Our results thus far are simply remarkable! They get to know our people and our organization, so well, that they become “one of us.” Big on execution, not theory. They deliver effective, practical and easily applicable “tools.”
-Steffani Webb University of Kansas Medical Center
Get In Touch
(800) 209-6330
PO Box 693
Jefferson City, MO 65102
Offices in Jefferson City, MO,
Des Moines, IA & San Diego, CA