Customer Service Excellence
Have you ever wondered what happened to good customer service? Do you want your department to be something that people rave about? It all starts with customer service. It is important that your customers feel that they are respected and appreciated.
In this course, you will discover how our attitudes affect us professionally and how they can make or break any experience for our customers. The course will enable you to practice effective listening skills, monitor body language and understand how to deal with difficult people. This will help develop an excellent customer service relationship with your customers that will increase repeat business.
This Course Starts in:
All sessions are at the same time each week.
The Service Model
- September 13, 2021
- Service is a never-ending story that happens every day and it is our job to discover how we can exceed our customer’s expectations. In this session, we will explore the Service Model and how it works in the workplace, and we will identify the proper attitude of service and methods of maintaining it.
Clear and Consistent Communication
- September 20, 2021
- This session will dive into the communication process. Participants will analyze their listening and communication skills and discover the importance of non-verbal communication. We will also define effective speaking and listening techniques for clear and consistent communication.
The Trusted Adviser
- September 27, 2021
- In this session, we will define trust and the benefits that come when the customer trusts you more. Participants will recognize how trust and trustworthiness are related and learn how to apply the trust equation to their daily relationships. We will also explore Emotional Bank Accounts and examine the concepts of deposits and withdrawals.
Dealing with Difficult People
- October 4, 2021
- Most of the time, when we struggle in dealing with difficult people, it’s not because they are difficult, but because they are different than us. In this session, we will identify the strategies for successfully handling difficult situations, and we will explore the LAST methodology when there is a misalignment of expectations.