Always Right Training

Positive Listening:
Keep Your Ears Wide Open

Listen up, staff! The transactions will be faster, the customers will feel valued, you'll feel pride in your abilities, and, of course, the boss will love it! This customized training session can include the following topics:

• Asking key questions
• Confirming and clarifying
• Leaping over language hurdles
• Setting the tone, timing, and tempo
• Being grateful for complaints
• Taking action
• Following up

Surpassing Customer Expectations:
Going the Extra Mile

There are three simple elements to customer service:

• Core – The product or service being offered.
• Satisfaction – Getting the product or service when expected, at the offered price.
• Enhancements – Anything a business can do to make a customer feel appreciated.

Always Right will tailor this discussion to your unique business or industry. During this process, ideas multiply so fast that we often run out of time before we run out of ideas!

Problem Solving:
Easy Ways to Fix Whatever Goes Wrong

Ninety-two percent of dissatisfied customers never complain; they just take their business elsewhere. These customers will usually tell between 5 and 12 people about the bad service. Any business should view an error or complaint as a valuable opportunity to improve.

This interactive workshop combines fictitious examples with issues that are affecting your business today. Together, we will create solutions and learn how to carry them out with integrity.

• Find the root of the problem
• Diffuse anger with compassion
• Take action immediately
• Focus on the end result
• Show appreciation for the complaint
• Use the example for further training and team building

Basic People Skills: The Good Old Golden Rule

How do we act with our best friend or a favorite family member? This workshop uses human interaction and reaction exercises to explore just how contagious good feelings can be. Happy, appreciated employees provide great customer service without even trying! You'll learn that working with customers can be easy!

• Using names: everyone has one
• Avoiding certain statements
• Understanding body language
• Offering words of appreciation
• Employing the “smiling trick”
• Choosing the right attitude

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