Page 19 - Dale Carnegie Course Catalog

Generate Customer Interest
Primary Competency Categories:
Before you can present a valid solution, you need to understand and appreciate the customer’s situation. Effective questioning allows you to gather the right information so you can present the most appropriate solution that allows you to create value for the customer.
At the completion of this module, participants will be able to:
 Adopt a focused customer service process
 Identify key customer issues
 Use questions to guide customers to buying decisions
 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.
Manage Customer Expectations Primary Competency Categories:
You have far more potential to develop long lasting relationships and future business by managing customer expectations in a realistic way. Customers continue to do business with organizations that deliver on what they promise. In addition, customers continue to do business with organizations that they feel have treated them fairly.
At the completion of this module, participants will be able to:
 Determine the expectations of their customers
 Manage customer expectations in order to exceed them
 Utilize a customer expectations management process
 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.
Overcome Obstacles to Customer Service
Primary Competency Categories:
POWERFUL PEOPLE SKILLS INSPIRING PRESENT1E8RS LEADERS WHO BUILD AMAZING SERVICE
Customer service managers are often so busy putting out fires that they can't seem to take the time to solve the root causes of barriers to their service teams. If you continue to focus on the most pressing need of the day, you will never be able to lead your service teams effectively. Good managers take the time to resolve recurring issues, and use the collective power of the team to make life easier for everyone.
At the completion of this module, participants will be able to:
 Identify challenges to providing outstanding customer focus
 Use a tool to collaborate and gain consensus on solutions
 Launch an initiative to implement solutions
 Leadership
Drives business results by aligning the vision, mission, and values to enhance business value. Is able to enlist the willing cooperation of others, while tapping into their highest skills and abilities, to achieve desired results.
 Accountability
Demonstrates personal responsibility. Holds self and others accountable.
 Customer Experience
Creates an environment with customers to maintain a positive long-term relationship. Leverages positive experiences to create customer loyalty and long-term relationships.