Customer Service Excellence

Learning objectives includes:

• Understanding what customer service approach is
• Understanding how your own behavior affects the behavior of others
• Demonstrating confidence and skill as a problem solver
• Applying techniques to deal with difficult customers
• Knowing how to provide excellent customer service

What Topics are Covered?

• What is customer service? Who are your customers?
• Meeting expectations
• Setting goals
• Communication skills and telephone techniques
• Dealing with difficult customers and people
• Dealing with challenges assertively
• Dealing with stress
• Conducting a reflection
• The first critical element: A focus on customer service
• The second critical element: Procedures
• The third critical element: Culture
• The fourth critical element: Problem-solving
• The fifth critical element: Measurement
• The sixth critical element: Reinforcement

Certification

Participants can opt to add-on a certificate of completion. Click here to view example.