Customer Service in the Field

Learn how to deliver five-star in-person service interactions that foster brand-loyal advocates and maximize the lifetime value of existing clients.

Introduction

• Customer service drives customer loyalty

1. Customer Service in the Field: Fundamentals

• The power of first impressions
• Know thy customer
• Implement a customer service process
• Identify the types of customers you serve

2. The Extra Mile

• Use the personal touch in delivering customer service
• Listening to your customers when in the field
• Selling in service

3. The Nitty Gritty

• Dealing with difficult customers
• Long-term strategies for difficult (but necessary) customers
• Soliciting feedback
• When to say no to customers
• How to follow up and through

Conclusion

• Keeping your customer service skills current