Page 17 - Dale Carnegie Course Catalog

Complaint Resolution Primary Competency Categories:
In this module, you will be able to explore the variety of causes of complaints, identify ways to neutralize negative attitudes, and follow a process that deals with both the emotional and rational elements of complaints. You will create approaches to maintain a positive attitude yourself, even when dealing with difficult people and difficult issues.
At the completion of this module, participants will be able to:
 Deal with emotional and rational aspects of complaints
 Apply methods to reduce their stress when resolving com-
plaints
 Implement a consistent process to resolve complaints
 Reduce the number and type of complaints received
• Conflict Resolution
Brings people together who have been separated by their differences.
• Customer Experience
Leverages positive experiences to create customer loyalty and long-term relationships.
Create Loyal Customers
Primary Competency Categories:
According to experts, more than 50% of customers will discontinue doing business with a company not because of price or quality, but because of negative experiences in dealing with the human side of doing business. Today’s customer is more educated, better pre- pared, and has more alternatives than ever before. In this regard, research indicates that merely satisfying customers is not enough. In order to turn customers into fans who will not only remain loyal to your product or service, but will spread the good word, you need to exceed expectations and provide exceptional customer service.
At the completion of this module, participants will be able to:
 Increase customer loyalty through exceptional customer service
 Apply principles to exceed customer expectations
 Use creative follow-up techniques to build relationships
 Customer Experience
Creates an environment with customers to maintain a positive long-term relationship. Leverages positive experiences to create customer loyalty and a desire for them to be a champion for our organization.
 Interpersonal Skills
Displays a consistent ability to build solid relationships of trust and respect inside and outside of the organization.
Cross and Up Selling
Primary Competency Categories:
POWERFUL PEOPLE SKILLS INSPIRING PRESENT1E6RS LEADERS WHO BUILD AMAZING SERVICE
Professionals try to help customers make a better buying decision. That is the purpose of this module–to help you find ways to give more value to your customers. This is good for them, for you, and for your companies. We will explore ways to make cross and up selling a win-win situation for everyone.
At the completion of this module, participants will be able to:
 Identify win-win opportunities to provide more products and services
 Create opportunities to add value for customers
 Apply a cross and up selling process to make decisions easy for customers
 Customer Acquisition
Identifies and converts prospects who should be doing business with us into customers who are champions for our organization.
 Customer Experience
Creates an environment with customers to maintain a positive long-term relationship. Leverages positive experiences to create customer loyalty and a desire for them to be a champion for our organization.