The Psychology of Influence: Customer Service

Why are you in business?  To make a profit, we hope.  Poor customer service can be the cause of you being out of business.

One happy customer might tell one or two people.

One unsatisfied person tells at least 6 people.

Our customer service program very comprehensive.  Customer service is not a one time deal nor is this program.  We take the time to properly coach, motivate and train your team.  We enable them and help them become self aware increasing their people psychology acumen.  This leads to a better understanding and appreciation of the customer.  Leading to more satisfaction, better service and more sales for the company.

Pre Interview

Mirror Coaching

Interviews and Assessments

Training Modules:

• Who am I?

• WIIFM - Why should I tune to this customer station?

• Who is my customer?

•  Phone Skills (tone, tempo, volume)    

• Turning yourself on before a call/ visit      

• Common pitfalls and mistakes to avoid

• Cross-selling and upselling

Coaching Enhancements

Continuous Improvements