Customer Service

Customer Service: A Strategic Advantage (half-day)

In reality, goods and services aren't sold; products and services are bought by customers. Whether it's a business, a professional practice, a healthcare facility, or a government agency, success comes to organizations that are dedicated to looking after their customers. Significant components of this workshop include:

• Defining a vision of customer service
  
• Identifying customer expectations
  
• Ways to achieve customer alignment
  
• Strategies for dealing with difficult customers
  
• Recognizing the customer experience
  
• The differences between satisfaction and loyalty
  

Quality alone is not enough!

Coaching Customer Service (supervisor half-day)

Effective customer service coaches focus their attention on monitoring performance, providing feedback, and recognizing accomplishements. They direct their attention to every level of customer service delivery, working with superstars as well as low performers to improve their customer service skills. Learn the following:

• The characteristics of an effective coach
  
• Coaching opportunities in the cycle of service
  
• The five customer service coaching techniques
  
• Questions to use when coaching
  
• Positive reinforcement
  
• Preparation and practice
  

Organizations that place a high value on attracting new customers, dazzling customers with their superior services and keeping them long-term, all value the role that coaching plays in developing their workforce.

How to Register

To register or receive additional information, contact us or complete our inquiry form.