Customer Service - Getting it Right

Your organization's success depends on the minute-to-minute performance of many people to get it right." Whether internal or external, customers want the people selling the product or providing the service to actually deserve their business. In many cases, increasing labor costs and automation have resulted in fewer people in formal customer service positions. Therefore, everyone in the organization must commit to providing the highest possible levels of service in every aspect of their work.

Course Benefits:

Program participants will gain:
  • Methods of uncovering the costs and benefits of customer service
  • An understanding of customer satisfaction
  • The ability to use effective communication and resolving conflicts
  • Strategies for dealing with complaints and resolving conflicts
  • The ability to recognize the shared values of organizations

Course Objectives:

  • Demonstrate the skills, attitudes, and behaviors necessary to consistently make "good service" happen
  • Self-assess current customer service practices
  • Create an action plan for implementing new skill
  • Develop a shared customer service mission within an organization
  • Determine a plan of action for achieving your customer service mission

Course Content:

  • Why bother with customer service?
  • Who are my customers and how can I serve them?
  • Problem solving for customer satisfaction
  • Active listening and effective questioning
  • The importance of a positive attitude in telephone contact
  • Complaints are opportunities-not threats
  • Diffusing customer anger through conflict resolution
  • What are your customer values?

Who Should Attend:

  • Individuals or entire customer service teams
  • Organizations looking to launch a customer training initiative