Poor customer service and bad manners chase prospective customers away, destroys customer/client loyalty, damages your reputation, and hurts your bottom line. Negative word-of-mouth advertising spreads like wildfire and can be extremely detrimental to your business. When your company’s existence is based upon building relationships and you are vulnerable to global competition, every customer or client interaction can have a major financial impact on your company.

Good business begins with proper manners and appropriate etiquette. The ability to demonstrate good manners, cultivate relationships, build customer loyalty, and deliver superior customer service is essential to your corporate growth and profitability. People do business with people they trust and who mirror their value system.

The Success with Etiquette™ Training Program helps you gain a competitive edge by strengthening employee professionalism, corporate image, business communication, interpersonal “soft” skills, and productivity. The program teaches valuable strategies to help your employees understand the principles of customer service etiquette and how appearance, body language, communication, and social skills can enhance or undermine your corporate image, business growth, and reputation with customers and clients.

This dynamic course gives your employees the tools they need to improve their service behaviors and customer service skills to become socially at ease and adept at managing customer relations while adhering to your standards of excellence and procedures for delivering exceptional customer service. Providing superior customer service is the most effective way to differentiate your business from the competition.

The Success with Etiquette™ Training Program syllabus is customized to your specific needs and we offer you the flexibility to add or highlight topics related to your particular situation.

Learning Objectives:

• Understand the impact of first impressions over the phone, electronically, or face-to-face.
• Learn effective greetings to demonstrate professionalism and customer appreciation.
• Use appropriate language to speak with an effective tone of voice.
• Eliminate 5 forbidden phrases and learn tact to ask pertinent questions that don’t offend.
• Discover how to handle difficult customers with diplomacy and efficiency.
• Cultivate relationships and build rapport with customers and clients.
• Listen actively to be responsive, offer positive solutions, and exceed customer expectations.
• Compose clear, concise, and professional email messages.
• Treat customers with respect, empathy, and efficiency to deliver superior customer service.

Course Duration: 2.0 Hours, Half Day, or Full Day – Role-playing and Interactive Exercises.