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n� <br />S 0 U T H E R N C 0 A T I N G S I N C <br />ROOFING <br />5). Be a situation solver! <br />Resolving Conflict <br />22 <br />Customers get angry and your staff needs the skills to handle them. This session provides learners with <br />a simple process to professionally handle difficult situations without taking the customer's anger <br />personally. <br />Allow angry customers to vent by listening carefully <br />Use problem -solving skills to resolve issues before they escalate <br />Don't take a customer's anger personally <br />6). Satisfied customers are new revenue generators! <br />• Exceeding Customer Expectations It is the little things that make a big difference. This session <br />focuses on the opportunities to exceed expectations in such a way that customers speak highly of <br />your business to others. <br />• Anticipate needs and special requests <br />• Act quickly to delight customers <br />Shock your customers with great service they do not expect <br />Invest in your people and your organization will reap the benefits! Southern Coating's Customer <br />Service Workshops focuses on building the right skills, attitudes and behaviors to change your <br />"customer service representatives" into "customer focused ambassadors': <br />Confidential and Proprietary Information Of Southern Coatings, Inc. <br />