Customer Service Training
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Greet Your Customers: Welcoming and Retaining Clients, Patients, Members, and Guests
Available Formats
- Half Day
- One Day
- Two Days
Program Overview
You never get a second chance to make a first impression, and in today's competitive market organizations can hardly afford to pass up an opportunity to wow a client. Greet Your Customers Welcoming and Retaining Clients, Patients, Members, and Guests is an action-packed, customer service training program based on Laurie Brown's latest book, The Greet Your Customer Manual. This practical and engaging course covers tactics for making the most of every customer contact. Whether in person, on the phone, or online, course participants will discover the actions they need to take to develop loyal and devoted customers.
Program Objectives
At this program's conclusion, participants should be able to:
- Recognize and embrace the importance of a great greeting.
- Explain the fundamentals of interacting with customers in person.
- Effectively handle interactions with customers from other cultures and customers with disabilities.
- Describe how service over the telephone differs from in-person interactions.
- Send professional, customer-centric email correspondence.
- Articulate the importance of leading service.
The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).
Pull up a Chair: Stories from the Front
These days people have an infinite number of choices about where to do business. More than ever, it is essential that relationships with customers begin with sincere, welcoming greetings that lay the foundation for keeping that customer for life. This opening discussion begins with a review of real-life customer experiences and what should and should never happen when serving others.
Basic Training: The Fundamentals of Greetings
Who are our customers? Whose job is it to greet customers? What is our goal? What if the customer is unhappy? How do I interact with customers from different cultures? This segment of the program explores the answers to those questions and more through interactive activities, group discussions, and short lectures.
Face to Face: Greeting in Person
So now the customer is in front of you, what should you do to create rapport? How important is eye contact? Do you shake hands? Through practice exercises the group will examine the elements of interacting with customers and clients in person: listening skills, tone of voice, and phrases that engage instead of enrage customers.
Over the Wire: Greeting over the Phone
Your call is very important to us.... Many organizations talk the talk, but few consistently walk the walk to consistently deliver stellar telephone service. During this part of the program participants will discuss all aspects of providing warm, sincere, and reliable service over the telephone.
Through Cyberspace: Greeting by Email
When greeting customers by email, body language and tone of voice can't help us to communicate our message. This segment of the course explores the rules of service specific to email and how to provide exceptional customer service through cyberspace.
The Electronic Billboard: Greeting by Website
Often a customer's first interaction with us is through the Web. This portion of the workshop discusses the difference between welcoming and unwelcoming sites and the elements every customer-centric site should include.
Working with Purpose: Managing Greeting
Without strong leadership, customer service is left to chance. This final section of the course is devoted to a discussion of what it takes to successfully manage the customer service function in an organization: from setting standards to aligning behaviors with the company's brand.
At the conclusion of this customer service training course, workshop participants should have a clear idea of what they need to do to greet and keep customers for life and how to immediately implement tactics learned during the course.
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This course is available onsite for groups. We do not offer the program in a public format. Please contact us to speak with a facilitator about your needs and bringing this workshop to your organization.