7th Anniversary
   Celebration
   Invitation


Customer Service Training & Consulting Services
(Customizable for Serving External or Internal Customers)

Dee Sanford International delivers customized Customer Service training and conference presentations for management, supervisors, front line, and call center representatives. We enhance your staff's professionalism and effectiveness on voice-to-voice and face-to-face points of contact with customers. Each interactive workshop is customized to address the stated needs and concerns of your industry, company, customers, and representatives. Materials and exercises focus on identifying and handling service opportunities; strengthening customer-interaction skills and techniques, and improving satisfaction, profitability and repeat business. Choose from the following customizable (noting time allowances), or let us design a new module that addresses your specific needs and interests:

  • Identifying, Anticipating & Satisfying Customer Needs, Wants and Expectations (30 min.)
  • Proactively Managing Customer Perceptions (20 mins.)
  • Communication Style Analysis (60 min.)
  • Enhanced Communication and Listening Skills (40 min.)
  • Effective Questioning Skills. (60 min.)
  • Characteristics of Professional Customer Service Staff Members (15 min.)
  • The Representative's Critical Role in Protecting the Company's Valuable Image (10 min.)
  • Measuring Your Organization's Customer Service Vision & Commitment (45 min.)
  • When the Customer Is One of Us - Strategies for Serving Internal Customers (30 min.)
  • Why Customers Don't Return - It Isn't Always About Price (15 min.)
  • The Quality, Quantity, and Spirit of Service (15 min.)
  • "Simply" Calculating: The Customer's Long Term Value, The Cost of Lost Business, and The Financial Impact of Negative Word of Mouth (60 min.)
  • Handling Irate Customers (45 min.)
  • The High Cost of Secretly "Bad-Mouthing" Customers (20 min.)
  • Solution Oriented Thinking - Focusing on the Resolution - Not the Problem (60 min.)

Clients include: AT&T School of Business; Carnival Cruise Lines; Children's Hospital; Comprehensive Health; City and County of San Diego; Cuso Mortgage; Defense Finance and Accounting Service; Energy Pacific/Pacific Enterprises; HealthNet Seniority Plus; Hewlett Packard; James Hardie Industries; Interworld Electronic Commerce; Learning Forum/Super Camp; Lucent Technologies; MasterCard Global Services; MET-Rx; Orange County Teachers Federal Credit Union; Peninsula Bank; Printrak; PromoTrends; Public Storage; SAIC, Inc.; San Diego City College; San Diego State University College of Extended Studies (MedImpact, Sulzer Calcitrek, and on campus classes); San Diego Union Tribune; and Southern California Gas Company, US Army, and US Customs.

When your company must be confident that customer interactions are their most effective and professional, contact Dee Sanford International on 619 263-6868 or by email at deesanford@aol.com.



Understanding, Proactively Managing and
Maintaining Valuable Customer Relationships

Dee Sanford International
Sample One Day Agenda

TIMETOPICSPage
                   Introductions
  • Attendees introductions
  • Identify Individual training Needs & Expectations
  • Course Overview
                   
                   Ice Breaker
  • Group Exercise - What do you expect when you are the customer?
                  
                   Identifying and Meeting Customer Needs, Wants and Expectations
  • What do Customers Expect of You? Exercise
  • Customer Service Attitude Assessment
                   
                   Proactively Managing Customer Perceptions:
  • Maximizing Moments of Truth
  • The Professional Customer Service Representative
  • The Quality, Quantity and Spirit of Service
                  
                   Break
                   "Simply" Calculating: Industry Studies and
  • The Primary Reasons Why Customer's Don't Return.
  • The Awesome Value Of A Profitable, Long-Term Customer Relationship.
  • The Potential Cost Of Lost Business Due To Customer Dissatisfaction.
  • The Uncontrollable Reach Of Negative Word Of Mouth.
  • The Unrecognized Impact Of Secretly "Badmouthing Customers"
  • The Importance Of Positive Word Of Mouth
                  
                   Working Lunch (short break for self-service and phone calls)                   
                   Skilled Listening and More Effective Communication
  • How Do We Communicate?
  • Verbal and Non-Verbal Communication
  • Effective & More Positive Communication
    • Cultivating Good Listening Skills:
    • Becoming the "Designated Listener"
    • 5 Steps to cultivating your listening skills
                   
                   Developing Questioning & Probing Skills; Exercise and Role Play
  • Open-ended, Probing, Close Ended, & Forced Choice Questioning.
  • Using Questioning Techniques to Maintain Greater Call Control
  • Exercises & Role Play
                  
                   Break                   
                   Solution Oriented Thinking -Exercises & Suggestions for Reaching Solutions                   
                   Break                   
                   The Complaint May be Your Last Chance To Get Things Right!!
15 Crucial Steps to Follow When Dealing with Confused, Irate, Negative, or Dissatisfied Customers 		                  
                   Wrap up, evaluations, Q & A                   
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