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MEET YOUR INSTRUCTOR:

A successful business owner, corporate trainer and former military officer, STEVEN WELLAND’s experience as a trainer has brought high demand for his presentation and consulting services. His unique training experiences have provided a strong resource for many clients including Ameren, Archer Daniels Midland, Carle Foundation Hospital, Caterpillar, Christie Clinic, Kraft Foods, Tate & Lyle North America and ThyssenKrupp. Steven has been a Corporate Instructor for Parkland for over 10 years. He is a Trainer Select member for VisionPoint, as well as a Certified Master Trainer for AchieveGlobal. Steven provides experienced training in Leadership, Customer Service, Sales, Quality, Personal Finance and Team Development.

 

Customer Service Series

Communicating for Superior Service

Assess to what degree you utilize each dimension of behavior in a situation to help build productive teams, improve customer service, and ease frustration and conflict throughout your organization. Increase customer satisfaction and service by identifying your customers’ primary DiSC Dimensions of Behavior and their preferred approach to communication and problem solving.

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Reaching for Stellar Service

Explore the value of stellar service and the role of the service provider in achieving it. Discuss the challenges and benefits of building customer loyalty, and learn to take advantage of key defining moments in customer interactions. Identify the three dimensions of service while using four key STAR qualities that customers—both external and internal—expect, to evaluate and improve the service you deliver.

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Caring for Customers

Help service providers develop skills for delivering friendly, attentive service that demonstrates interest in and care for customers on a human level. Employ four caring responses that communicate the customer’s value to your organization, while applying three skills that demonstrate appreciation and sensitivity to patron concerns. Convey to service employees why meeting customers’ human needs is essential to success.

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Healing Customer Relations

Service providers can develop the skills to serve customers who are concerned, angry, or upset after a service breakdown. Explore common reactions to customer service breakdowns and apply four guidelines for effectively restoring customer trust. Teach providers to use defusing techniques; manage their own reactions to emotional statements; take appropriate actions to address and resolve concerns; and heal relationships with frustrated.

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Dazzling Your Customers

Enhance the ability of service providers to make customers feel special and valued, thereby creating experiences so surprisingly positive and memorable that customers will tell others about them and want to sustain their relationships with the organization. Select from a variety of dazzling actions that are appropriate and meaningful to individual customers, building rapport and creating defining moments.

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2400 West Bradley Ave | Champaign, IL 61821 | 217.351.2200 | 800.346.8089