Description:

Why does providing exceptional customer service matter? What competencies are needed to provide exceptional customer service? This one-day seminar will provide you with the tools necessary to build, enhance, and retain customer loyalty. How do I set up a customer feedback process? Why is customer feedback important? You will develop a working knowledge of listening skills designed to improve customer satisfaction results.

Contact Hours: 6.0

What you will learn:

• Define the meaning of quality customer service
• Learn how to identify external and internal customers
• Discuss competencies needed to deliver exceptional customer service
• Determine how to work through and diffuse customer complaints
• Understand how to facilitate a cooperative and congenial work environment
• Develop techniques to help cope with stress related to customer service work

Who should attend?

• Supervisors & managers of front-line staff
• Front-line staff

Event Agenda

Registration 8:00 AM

Session 1

Enhancing Customer Service Skills

• What Is "Quality" Customer Service?
• Who Are Your Customers?

Session 2

Delivering Quality Customer Service

• Key Attributes for Delivering Quality Customer Service
• Elements in Providing a Positive Customer Experience
• Telephone Tips & Etiquette
• Great Customer Service Depends on You!

Session 3

How to Change Customer Problems Into Opportunities

• Seven Tips for Success in the Face of Customer Service Problems
• How to Respond in a Positive & Confident Manner
• Resolving Problems & Customer Follow-Up

Session 4

A Few Words About Stress - "Stressed For Success"

• Stress & Customer Service Go Together
• Factors That Challenge Your Stress Management
• What Happens When Stress Gets Away From Us

Event Dates