The Customer Focus Very Effective Customer Service Training Customer service training created by customer service expert Shep Hyken. Approved trainers deliver customized customer service training projects. |
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| Customer Service Training |
| Building A Customer Loyalty Mindset |
The Customer Focus On-Line
Creating an Amazing Customer Service Experience
The Customer Focus on-line version brings our customer service training
direct to the learner's computer. It combines three learning methods;
video, written tutorials and interactive exercises. There are four lessons,
each about 90 minutes long. At the end of each lesson there is a short
quiz. You don’t have to do each lesson in one sitting. You can work for
ten or fifteen minutes, come back the next day and you can pick up right
where you left off.
In addition to the on-line learning, there is a coaching session following
each of the four lessons, creating another level of learning and
accountability to the content. (Contact us for more details.)
Our Learning Management System allows a manager or supervisor in your
company to manage the progress of the participants. At anytime a manger
with "administrative rights" can view the progress of each participant,
track some of the key participant responses, view quiz scores, see how
much time it is taking to complete the lessons, and more.
It’s all about creating an amazing customer experience. And, creating
customer amazement isn’t hard. It’s something we can all do, and be
good at it. And, not just good, but amazing!
When we hear the term “customer service” we typically think “action.”
We think of telephone hotlines, online help-desks, or someone working
behind a special counter at a store. No doubt about it, taking action is a
big part of great customer service. But amazing customer service really
starts in our heads. That’s because...
Customer service isn’t a department; it’s a philosophy.
It means adopting the right mindset and having the right attitude about
our customers – who they are, why they’re so important to us, and how
we should treat them.
Test drive The Customer Focus On-Line
Go to: The Customer Focus On-Line Demo
When prompted, your user name is: demo
The password is: demo
In Lesson One you will learn about who your customers really are, about
their interactions with you and your company, and how to manage these
crucial encounters for a positive outcome. We’ll talk about the Five Levels
of customer service, and why “good” service isn’t good enough. Finally,
you will discover how you can create Moments of Magic for your customers
to make them happy and keep them coming back.
In Lesson Two you’ll learn what can create a Moment of Misery for a
customer and how you can transform these into Moments of Magic for
them. We’ll also let you in on a 3-step technique that will enable you to
fix most problems.
Lesson Three is actually 3 lessons in one: First, using the telephone as a
power-tool for building strong customer relationships. Second, handling
yourself with grace under fire in the face of complaints or confrontations.
Third, making things better via Moments of Innovation.
In Lesson Four you’ll find out how to trade up from the Golden Rule to the
Platinum Rule. You’ll discover your own personal communication style, and
how to spot your customer’s style. Practicing "adaptability," which is the
ability to adapt to your customer's communication style is a powerful
strategy.
In addition to these take-aways, you’ll also build a “portfolio” of ideas
during the program that will become a handy resource for creating positive
and lasting impressions on your customers.
The next step is to call us to determine if this form of customer service
training is right for you and your company. You can also "test drive" the
program with access to the first of the four lessons. Go to:
The Customer Focus On-Line Demo
When promoted, your user name is: demo.
The password is: demo.
Give us call with your feedback, questions or to get started with The
Customer Focus. Get ready to AMAZE your customers!
The Customer Focus
Shepard Presentations, LLC
711 Old Ballas Road, Suite 215
St. Louis, MO 63141
(314) 692-2200
info@TheCustomerFocus.com
www.TheCustomerFocus.com
The Customer Focus™ website ©2011 by Shep Hyken and Shepard Presentations, LLC
Contact Us Customer Service Articles Home Meet Shep Hyken Other Resources Profile My Style Behavioral Style Assessments
Sample Outline Site Map The Customer Focus Options The Customer Focus Pricing What is The Customer Focus
About Shep Hyken, creator of The Customer Focus™ ...
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As
an author and professional speaker, Shep helps companies develop outstanding
customer service that creates loyal customers and clients. He speaks at
conferences, sales meetings, industry events and more. Beyond general sessions and
keynote speeches, Shep has created customer service training programs for clients
that want to take their customer and client service to the next level. Click here to
be directed to Shep Hyken's website to learn more about his customer service
speaker programs.
Creating an Amazing Customer Service Experience
The Customer Focus on-line version brings our customer service training
direct to the learner's computer. It combines three learning methods;
video, written tutorials and interactive exercises. There are four lessons,
each about 90 minutes long. At the end of each lesson there is a short
quiz. You don’t have to do each lesson in one sitting. You can work for
ten or fifteen minutes, come back the next day and you can pick up right
where you left off.
In addition to the on-line learning, there is a coaching session following
each of the four lessons, creating another level of learning and
accountability to the content. (Contact us for more details.)
Our Learning Management System allows a manager or supervisor in your
company to manage the progress of the participants. At anytime a manger
with "administrative rights" can view the progress of each participant,
track some of the key participant responses, view quiz scores, see how
much time it is taking to complete the lessons, and more.
It’s all about creating an amazing customer experience. And, creating
customer amazement isn’t hard. It’s something we can all do, and be
good at it. And, not just good, but amazing!
When we hear the term “customer service” we typically think “action.”
We think of telephone hotlines, online help-desks, or someone working
behind a special counter at a store. No doubt about it, taking action is a
big part of great customer service. But amazing customer service really
starts in our heads. That’s because...
Customer service isn’t a department; it’s a philosophy.
It means adopting the right mindset and having the right attitude about
our customers – who they are, why they’re so important to us, and how
we should treat them.
Test drive The Customer Focus On-Line
Go to: The Customer Focus On-Line Demo
When prompted, your user name is: demo
The password is: demo
In Lesson One you will learn about who your customers really are, about
their interactions with you and your company, and how to manage these
crucial encounters for a positive outcome. We’ll talk about the Five Levels
of customer service, and why “good” service isn’t good enough. Finally,
you will discover how you can create Moments of Magic for your customers
to make them happy and keep them coming back.
In Lesson Two you’ll learn what can create a Moment of Misery for a
customer and how you can transform these into Moments of Magic for
them. We’ll also let you in on a 3-step technique that will enable you to
fix most problems.
Lesson Three is actually 3 lessons in one: First, using the telephone as a
power-tool for building strong customer relationships. Second, handling
yourself with grace under fire in the face of complaints or confrontations.
Third, making things better via Moments of Innovation.
In Lesson Four you’ll find out how to trade up from the Golden Rule to the
Platinum Rule. You’ll discover your own personal communication style, and
how to spot your customer’s style. Practicing "adaptability," which is the
ability to adapt to your customer's communication style is a powerful
strategy.
In addition to these take-aways, you’ll also build a “portfolio” of ideas
during the program that will become a handy resource for creating positive
and lasting impressions on your customers.
The next step is to call us to determine if this form of customer service
training is right for you and your company. You can also "test drive" the
program with access to the first of the four lessons. Go to:
The Customer Focus On-Line Demo
When promoted, your user name is: demo.
The password is: demo.
Give us call with your feedback, questions or to get started with The
Customer Focus. Get ready to AMAZE your customers!
The Customer Focus
Shepard Presentations, LLC
711 Old Ballas Road, Suite 215
St. Louis, MO 63141
(314) 692-2200
info@TheCustomerFocus.com
www.TheCustomerFocus.com
The Customer Focus™ website ©2011 by Shep Hyken and Shepard Presentations, LLC
Contact Us Customer Service Articles Home Meet Shep Hyken Other Resources Profile My Style Behavioral Style Assessments
Sample Outline Site Map The Customer Focus Options The Customer Focus Pricing What is The Customer Focus
About Shep Hyken, creator of The Customer Focus™ ...
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As
an author and professional speaker, Shep helps companies develop outstanding
customer service that creates loyal customers and clients. He speaks at
conferences, sales meetings, industry events and more. Beyond general sessions and
keynote speeches, Shep has created customer service training programs for clients
that want to take their customer and client service to the next level. Click here to
be directed to Shep Hyken's website to learn more about his customer service
speaker programs.
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| Customer Service Training Tips and Articles Click here to read Shep Hyken's top customer service training tips and articles. |
| Test drive The Customer Focus on-line customer service training program at: The Customer Focus On-Line Demo User: demo Password: demo |