Customer Service Training

DELIVERING AMAZING CUSTOMER SERVICE

Duration:        2 days                     
 
Overview:
 
This two-day course is designed to improve customer service skills by focusing on areas such as projecting a professional image and understanding the negative impact of providing poor customer service.  Participants learn techniques to maximize the customer’s experience.

Day 1:             The Customer Service Role
 
Learning Outcomes:
Upon successful completion of this course, participants will be able to;

1. Develop a personal checklist to measure professionalism.
2. Assess the cost of poor customer service in their environment.
3. Understand the organization’s customer service principles.
4. Demonstrate their understanding of good versus great customer service and identify areas for improvement. 

 
Day 2:             The Customer Service Interaction
 
Overview:
 
In Day 2 of this course, participants will focus on the customer service interaction.  Why and how customers complain will be examined providing participants with a solid understanding of their personal effectiveness.  Participants will have an opportunity to practice handling challenging customer service situations, using their knowledge of their personal styles and their own hot buttons.
Creating Amazing Customer Service continued
 
Learning Outcomes:
 
Upon successful completion of this course, participants will be able to;
 

1. Learn Emotional Intelligence concepts and how they support Amazing Customer Service
2. Identify personal growth opportunities through analysis of their own assertiveness and personality styles. 
3. Practice effective customer skills needed to provide Amazing Customer Service.

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