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Customer Service
The Building Blocks of Exceptional Customer Service
This introductory workshop explores the many skills that contribute to exceptional customer service. It is intended for those who serve external customers as well as those who serve internal ones.
You’ll leave this interactive workshop with essential skills for:
- Maintaining a positive attitude
- Identifying each customer’s needs
- Improving the multiple contact points each customer experiences
- Calming angry customers
- Using appropriate body language and tone of voice
- Identifying seemingly little things that customers really appreciate
- Reducing on-the-job stress caused by difficult customers/situations
- And much more!
This workshop features a self assessment, case study, role-playing and small-group exercises, dyad discussion question, and an opportunity to raise specific customer-service challenges that confront you. Bring your ideas, techniques, and concerns to share with other service professionals.
Agenda:
- What is the Worth of One Customer?
- How Customer-Friendly is Your Organization? Your Customer's Perception and Why It May Differ Radically from Your Own
- Do You Try to Meet or Exceed Customer Expectations?
- Are Your Customers Getting What They Want?
- Elements in Your Organization that Impact Customers
- Walkers vs. Talkers: Customers Who Complain and Those Who Don’t--Which Should You Prefer?
- Your Attitude Is Showing. Does It Matter?
- What Image Are You Projecting--Able and Willing or Bored and Struggling?
- How to Better Handle Difficult Service Situations and Unhappy Customers
- Barriers to Providing Exceptional Customer Service: Can You Overcome Them?
- Internal Customer Service: Does It Impact Your External Customers?
- How to Make Each Customer Feel Like Your “Best” or “Only” Customer
- How to Manage on-the-Job Stress
For a printer friendly copy of entire agenda
Instructor: Linda Combs, Bio
Schedule:
- Tuesday, May 19, 2009 (Course #097LBG) register
Fee: $349 (includes instruction, seminar manual, lunch, certificate of completion, parking, and refreshment breaks)