Workshop Summary:
Exceptional customer service is paramount to a company’s or organization’s enduring success. A service representative’s ability – or inability – to deliver unparalleled support to its customer base can have a significant impact on the establishment’s customer retention, brand, and overall profitability. The goal is to create a customer service culture that is grounded in understanding and meeting customer needs and expectations, establishing and maintaining positive relationships, and presenting an image that reflects confidence, credibility, and capability. At the conclusion of Customer Service Excellence: Building the Foundation of Organizational Success, attendees will possess the knowledge, skills, and attitude to effectively and efficiently manage each facet of the customer service experience, resulting in an increase in satisfaction and loyalty.
Workshop Objectives:
• Explain the importance and impact of exceptional customer service on organizational success.
• Identify the core principles and behaviors that define customer service excellence.
• Recognize the significance of first impressions and apply techniques to create positive customer experiences.
• Adapt communication and interaction styles to meet the needs and preferences of different customer types.
• Demonstrate empathy and apply it appropriately to build trust and resolve customer concerns.
• Apply effective communication techniques for both phone and email interactions.
• Demonstrate active listening skills by identifying both spoken and unspoken customer needs.
• Use targeted questioning to uncover customer attitudes, issues, and priorities to develop effective solutions.
• Apply strategies for managing difficult customer situations with tact, professionalism, and diplomacy.
• Create audience-centered messages that promote understanding, respect, and customer satisfaction.
• Develop a personal action plan to enhance customer service skills and foster long-term customer relationships.
Workshop Outcomes:
Workshop Components:
Cancellation Policy: 5 working days for full refund. Cancellations after that time are charged full tuition for the course.
For more information regarding refund, concerns, and/or program cancellation policies please contact our offices at 919-878-7100 ext. 22
