Riverside & San Bernardino Counties

We can customize a program that meets your specific needs.

Loyal customers.They're the engine of every business. Yet how do
companies equip employees to perform their role of winning and
retaining customers? Of figuring out customer priorities? Of applying
tested strategies to foster enduring relationships?
Dale Carnegie Training¨ brings companies the right tools to cultivate
valued, lasting customers.These include practices to help employees
become good interpreters of what customers want today, and expect
tomorrow.We present the most effective tactics for overcoming customer
dissatisfaction and client defection.We even offer strategies employees
can use to negotiate big wins for both their companies and their
customers.

With an emphasis on the skills needed to build external and internal
relationships, our training tackles issues such as how people can partner
across functions to exceed customer expectations, initiate new services to
generate add-on and cross-selling opportunities, and leverage
industry-wide "best practices" to strengthen customerties.
Companies tell us the training brings measurable gains in improved
service quality, better resolution of customer conflict, increased customer
loyalty, and on the bottom line.

Develop Your Organization's Competitive Edge - People At a glance Participants

Learn how to:

• Defining Superior Service Benchmark "best practices" industry-wide dentify current customer needs.Anticipate customer expectations. Deliver excellent customer service.Measure customer service performance.
• Providing Sales-Related Services Know the customer. Use the "customer continuum" to profile a client Initiate services to create add-on and cross-selling possibilities
• Resolving Customer Conflicts Recognizing the types of customer behavior.Resolve customer resistance. Deploy our unique sequential process to workwith dissatisfied customers
• Negotiating with Customers Apply the three principles of successful negotiation. Develop forceful letters of negotiation. Capitalize on the win-win model of negotiation
• Satisfying Internal Customers Reduce internal stress. Use a proven process for solving internal problems.Improve internal communications
• Take a group approach to discover underlying problems.
• Excelling at Customer Service Leverage skills, tools, and processes to generate, superior customer service. Track the results of improved customer satisfaction.