Are you looking for the best Customer Service training in Colorado Springs or Denver Colorado? Laura Lollar has trained customer service and customer communication skills for over 20 years. She is a former Customer Service and Sales Team Manager for a 100 person team in consumer and business-to-business sales and service.
Customer Centric Service Skills: How to Relate for Profitable Results
Is it time to take your organization’s customer service skills to the next level? Are you looking for ways to add service “spark” to interactions with customers, constituents, donors, members or volunteers? It’s well known that good customer relationships are crucial to repeat business and great word-of-mouth recommendations. This lively, interactive training program blends psychology and strategy. It will engage your team with service strategies customized to your mission and unique customer needs. Participants will learn simple steps to improve customer communication, strengthen relationships, convey value and cope with challenging situations.
By the end of this program, participants will have learned how to:
- Estimate the cost of a lost customer
- Leverage 6 simple strategies to create memorable customer experiences
- Avoid 7 deadly sins of a customer’s typical turn-off’s
- Conduct a customer service gap-analysis
- Tell the customer “no” with resolve and respect
- Create better relationships with internal customers
- Work with the 7 types of challenging customers
- Increase revenue through upsell and cross-sell strategies
- Match and mirror the customer’s primary communication style
- Apply the Principle of Legitimacy to get inside your customer’s head
- Strengthen relationships and word of mouth referrals
Laura Lollar is a former Customer Service and Sales Team Manager who has led a team of 100+ representatives to create profitable customer relationships with consumers, co-workers and business-to-business buyers. She also managed a statewide customer service initiative for 10 banking branches. For the past 20 years, Laura has taught customer service strategies for Fortune 500 firms, non-profit organizations, retail sales staff, the U.S. military and trade associations among others. She has spoken for audiences from 15-500 throughout Colorado, the U.S., Canada, Germany and Great Britain.
What People Say
From Westone Laboratories, Colorado Springs CO
- The class was not stuffy. Easy going class. —Cindy Thumma
- I learned how differences in each of us can be useful. Laura used some great examples and stories. —Alisha Helberg
- Laura is a very personable and knowledgeable teacher on this subject (Customer Service) —Jodi Larson
- Very enlightening, reinforcing knowledge that I already had, but providing different prospectives. —Jarett Hoy
- I’m not one to be interested in training classes but I learned things like the CARLA approach which I can use in the future. —Anonymous
- Provided good information, great speaker, calm and relaxed. —Anonymous
- The class was informative, informal and pleasant. —Anonymous
- Laura made everyone feel comfortable to engage in the days activities. Very positive. —Anonymous
- Thank you for such a positive experience with customer service. —Anonymous
From Pikes Peak Library District, Colorado Springs CO
- Great examples to explain concepts —Terry Zarsky
- Thanks — very enjoyable and well presented. —Nina Kuberski
- She has provided essential education for people to utilize in all aspects of their life. —Jean Maldonado
- Excellent presentation! —Pam Olijar
- Laura created an engaging, interesting presentation that taught me so much! I will definitely be using these skills in my everyday life.
- Clear, concise presentation. Great eye contact. Helpful suggestions for improving internal customer service. Positive attitude.
- The concept of trial by fire was clearly expressed and the most useful reminder to work through challenges.
- I really liked your CARLA method. Your analogies to the fire at your home and trial by fire.
- I really liked the note style. VERY helpful. I plan to duplicate this in my own teaching. Thank you! 🙂
- The perception of value was affirming in what is most important to people externally and internally. This was a good model for understanding what I should aim to do — listen — to others and affirm their right to a voice.