This powerful, tailored, 4 and 8-hour workshop will give your staff more than just the foundation on providing good internal and external customer service. It will give them the motivation, desire, and ownership to satisfy your customers with excellence. That’s why we subtitled this workshop “From the Inside/Out.”

Purpose: To significantly improve your internal and/or external customer service. to bolster your staff’s ability, desire, and enthusiasm to serve their internal and external clients/customers responsively and with great care.

What: A series of highly interactive activities designed to light the “fire” under your staff.

GOALS

• Know why providing good customer service is critical
• Build a model describing excellent and awful customer service
• Determine customers’ standards for customer service excellence
• Establish specific behaviors that will assure increased customer satisfaction
• Use positive words, tone, and body language with customers
• Do five critical behaviors to ensure customers will have a good impression of your business
• To get “buy-in” and improve one’s level of customer service

This course is offered in both virtual and face-to-face formats.

TRAINING CONTENT SUBJECTS COVERED INCLUDE:

Responding to the customer promptly and properly
Listening actively to customer needs
Recognizing and eliminating barriers to satisfying your customers
Dealing with difficult and angry customers
Solving the customer’s problem
Greeting customers: smiling, listening, evaluating customer needs and responding appropriately.
The impact that great customer service has on the customer as well as themselves
MODULE OUTLINE
Introduce & Set Expectations
Warm-up: What does Customer Service Got To Do With It?
Establish How Customer Service is Critical to the Success of the Organization
Learn Key Principles of Customer Service: Customer Service Trivia Quiz
Establish Key Principles of Fantastic Customer Service: Build Customer Service Model
Words Ain’t Nothing…Compare to Tone and Body Language
Play Customer Service Theatre: 5 Easy Ways to Impress Customers
Customer Service Problem-Solving Quiz
Define and Establish your Customers’ Standards for Excellence
What Do We Do Tomorrow? Establishing Customer Service Policy
Finding Support To Serve Your Customer
Making Commitments for Serving Your Customer with Excellence