Meet customer service objectives, exceed customer expectations, and achieve high levels of customer satisfaction. Customer service staff responsible for internal and external customer servicing play a pivotal roll in achieving your organization’s financial and marketing objectives. Each and every contact is a “moment of truth” for the customer.
Who should attend:
- Customer service staff who deal with internal or external customers face to face or by phone
- Customer service team managers or leaders
What to expect: Participants will:
- Complete our online CSQ questionnaire to identify priority improvement areas
- Understand their role as service providers
- Learn how to provide quality service to create “fans”
- Manage attitudes and emotions to ensure consistent positive and excellent service
- Enhance their communication skills
- Learn effective telephone technique
- Learn processes to positively deal with complaints and conflict situations
Immediate benefits:
- Customers will be treated on the basis of their “lifetime value”
- Every contact will become an opportunity to strengthen the relationship
- Standards will be met and, where possible, exceeded
- Behaviors will reflect positive attitudes and increased confidence
- Two-way communication will avoid misunderstandings and minimize problems
Course format:
Highly interactive 2-day workshop.
Course tools:
Participants receive a comprehensive Learning Guide.
INCREASE CUSTOMER SATISFACTION TO CREATE LONG-TERM FANS.
If you are interested in knowing more about this or any Priority Program and where a workshop is available in your area Contact Us
Detailed Description of Customer Service Breakthroughs
