Customer Service

Did you know that for every complaint you hear, there are 26 additional customers with unresolved problems or complaints and 6 of these are serious¹. To compete in today’s challenging business environment and avoid the loss of customers, all employees must understand the role they play in creating positive, lasting impressions with customers, or, as we call them, “Raving Fans,” because quality service gives you the  competitive advantage you need. This program is designed to answer the question “What is Extraordinary customer service?” and help employees at all levels learn how to create the kind of “Raving Fans” that keep coming back and compel them to tell others about your company.

¹White House Office of Consumer Affairs

Learning objectives:

• Define “Extraordinary” customer service
• Connect service quality to business objectives by identifying the benefits of “Extraordinary” customer service
• Provide practical steps on “how to” improve customer service and create “Raving Fans”
• Understand how the question “how can I be of service to you?” has the potential to take customer service to new heights
• Review the simple truths of service
• Recognize barriers to the delivery of outstanding customer service.
• Understand the impact effective communication has on both internal and external customer experiences
• Learn how to motivate individuals to become passionate about customer service and help them recognize the difference they make everyday
• Develop a personal action plan to improve customer service immediately

Program Length: 4 hour and 8 hour sessions

Competencies:

Client Service
Commitment to Results
Communication
Relationship Building