Igniting Workplace Enthusiasm
 
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Thursday, June 22, 2017

How to Use Customer Service to Turn Transactions into Relationships

Thursday, June 22, 2017
09:00 AM - 04:00 PM

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Course Information

There are two kinds of buyers out there. Transaction buyers look at your company as just another vendor. They’ll buy from you on price or convenience. When a lower price or more convenient process comes along, they’re history.
 
Relationship buyers view your business as an organization they can trust. They buy from you because you consistently over-deliver on service. Relationship buyers purchase more frequently and in larger amounts than transactional buyers.
 
As the person in charge of customer service, it’s your job to help your reps create relationship customers. That’s why you should send them to How to Use Customer Service to Turn Transactions into Relationships

 

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Location

Construction Employer's Association
950 Keynote Circle
#10
Cleveland, Ohio 44131
United States
412-471-3500

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Outline

You’ll learn how to:
 
  • Identify current customer needs and anticipate customer expectations
  • Profile a client with the "customer continuum"
  • Overcome objections and negotiate with customers using the three principles of successful negotiation
  • Use follow up techniques that build loyalty
  • Use our proven process for defusing angry customers and hotheads quickly
  • Turn complaining customers into company advocates
  • Communicate clearly and concisely
  • Think on your feet and find creative solutions
  • Listen for understanding and demonstrate empathy
 
 

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