How would your customers rate the service you provide? Are you confident that every employee in your organization is aware of their role in ensuring customer satisfaction? Regardless if the customer is internal or external, every interaction should be handled professionally with respect, expedience and competence. Allow us to help you develop a service culture which sets you apart from the competition.
The Customer Service Excellence program will guide participants through:
- Understanding the Value of Customer Service
- Recognizing External AND Internal Customers
- Communicating with Customers
- Demonstrating Telephone Etiquette
- Interpreting Body Language and Behavioural Styles
- Handling Challenging Situations
- Maintaining a Positive Attitude
- Expressing Empathy
- Not Taking it Personally
- Adopting the “Solution Provider” Role
- Prescribing Win/Win Solutions
- Exceeding Customer Expectations
- Leaving a Lasting Positive Impression
- Developing an Action Plan
Participants will learn to provide extraordinary service with intelligence, enthusiasm and sound judgment.