Overview

This powerful course teaches your employees how to develop the three dynamics of quality customer service: a service philosophy, a customer-oriented focus and customer-friendly systems. This training stresses what the individual contributor in your organization must do to achieve customer service excellence in today's era of rising customer expectations. The curriculum centers around five key concepts that either make or break customer service: collaboration, individual responsibility, trust, communication and flexibility. Your employees will learn practical how-to's for reacting positively in all exchanges, particularly those dealing with angry customers, high-pressure customer-related conflicts, and customers with differing opinions and expectations. An insightful self-assessment is also included, and additional topics include how to maintain a positive mental attitude, telephone skills, listening skills, and how to eliminate or avoid key sources of customer dissatisfaction. Organizations that have brought this program on-site have reported improved morale, increased levels of customer service and fewer customer complaints.