Customer Service Training

All of us have had customer service experiences that didn’t quite live up to our expectations of a brands promise. Service intensive businesses have their work cut out for them because human beings complicate service delivery.

This workshop gives participants new insight into what customers expect and barriers that exist to providing exceptional service. Participants learn their own as well as customer behavioral styles to better interact.

Students gain new insight into effective communication and learn to implement easy to use models for working with customers who are disgruntled and who have had service disruptions.

The session employs practice exercises and role-play to help participants immediately practice new concepts covered.

Objectives:

Participants will learn to:

• Identify current personal and organizational barriers to providing exceptional customer service
• Assess the 5 quality service factors customers expect
• Create and implement a new personal commitment to customer service
• Gauge client and co-worker behavioral style and know how to interact for results
• Maximize communication using visual, vocal and verbal delivery techniques
• Listen better and more fully understand client needs
• Proactively respond to client complaints and solve problems
• Handle extremely difficult customers appropriately
• Deliver excellent service on the phone
• Manage conflict internally and externally
• Recognize and manage personal stress