Customer Relations and Awesome Service: How Self-Esteem Promotes Effective Customer Relations

Course Number:  114-KM
Recommended Duration:  1 Day

Intended Audience:  All Employees

Course Overview
The key ingredient to all effective customer relations is the self-esteem and enthusiasm of the giver of service to the recipient of that service. Therefore, the first aspect of learning effective customer service skills is to develop a staff of highly energized people with a high self-esteem quotient. Self-esteem is the single most important factor influencing our ability to achieve personal and professional success. It also greatly influences an individual’s ability to contribute to a team. This course helps to increase the level of self-esteem in individuals and to remove the barriers which keep them from reaching their full personal and professional potential.

Objectives
As a result of taking this course, you will learn to:

• Understand the key elements of self-esteem
• Increase the self-esteem and performance levels of team members
• Decrease intra-staff conflict
• Unleash your energy for performing effective customer service
• Expand your confidence to take on increased responsibility, investment, and leadership within the organization
• Achieve corporate objectives with enthusiasm and energy
• Increase customer satisfaction

Prerequisites:  None

Topics

Morning Session

• Dealing with self-esteem

• Causes of low self-esteem

• Developing a personal “self-confidence quotient”

• Developing a team “group confidence quotient”

• Characteristics of individuals and teams with high self-esteem

• Strategies for increasing and maximizing self-esteem

• The vital link between self-esteem and performance

• Creating an organization that re-energizes employee self-esteem

Afternoon Session

• Hidden keys to customer satisfaction

• How to communicate empathy and still set limits with customers

• Communication scripts that work with most customers

• How to exceed the expectations of people seeking your services

• How to not be pulled down by negative customers/clientele

• How to diffuse disruptive emotions expressed by customers/clientele

• How to lead the field in your profession