Delivering Exceptional Customer Service

Why is it that we get on well with some people the minute we meet them, yet others remain a mystery to us? What is it with them? Why do they act so strangely? Why are some customers easy to deal with and others awful? Why do some people react well to your sales technique and buy, and others just keep coming up with objections?

In "Delivering Exceptional Customer Service" Mike Wicks shares the secrets of becoming a chameleon and opens the door to increased sales, better customer service and even improved personal relationships. No matter what business you are in this session will help you improve your bottom line and change the way you look at people forever.

As one participant of his program said "I find myself trying to determine what style everyone is and it's all your fault! What fun!"

What will participants learn?

• The 7/11 Rule – it takes only 7 seconds for someone to form 11 impressions of them. How they can make those impressions positive ones.
• Verbal and Non-Verbal communication – strengthening their verbal skills and becoming aware of how they communicate non-verbally.
• Six Steps to Solving Problems – how to solve their customers’ problems quickly and effectively
• Communication Styles – understanding that everyone is different, and how understanding other peoples’ personal styles will help them communicate better, and offer better service.
• The Art of Listening – assessing how good a listener they are and how they can improve their listening skills.
• Understanding the Anger Cycle – recognizing it’s not all about them, and showing them how to navigate the anger cycle with a customer toward a positive resolution.
• Ten Tips for Staying Positive – showing them that it’s not always easy to stay positive when their customer is being difficult, but that it is the key to maintaining their own sanity and keeping their cool when things get stressful.