Our strategic approach helps you and your employees take the guess work out of customer service.  Recognizing that each organization has different challenges, we customize our training to meet your business goals, considering your industry, size, culture, and other pertinent factors.

The following training outline is just an example. We customize our content to meet your business goals.

Achieving Customer Satisfaction 

Understanding the Customer Service Experience

•        Using five key steps to help your customer feel like a guest
•        Defining the WOW factors that drive excellent customer service
•        Understanding the “platinum rule” for customer service
•        Comparing service to “product” – key customer challenges and opportunities

Improving Customer Service

•        Understanding (and influencing) customer expectations
•        Clarifying your organization’s customer service standards
•        Exhibiting quality service behaviors
•        Providing consistently excellent service across differences
•        Working collaboratively with coworkers to provide seamless customer service

Building Customer Relationships

•        Building rapport quickly
•        Communicating effectively with customers (in writing, over the phone, and in-person)
•        Handling customer complaints calmly and effectively
•        Dealing with challenging customer situations
•        Knowing when to seek assistance

We utilize the following strategies to present a meaningful program that results in improved customer service performance:

•  Define the key terms. A common language fosters understanding.

•  Facilitate interactive/experiential activities. This will allow your employees to experience selected topics before discussion, whenever appropriate. Our focus is on building peer relationships as well as understanding of the content so your employees can help each other after the program ends.

• Present information succinctly. We utilize what your employees already know and summarize what they have learned through the program experiences. There are no long lectures.

•  Pay attention to participant interactions and reactions. Regardless of the training topic, we support your underlying objective of building effective work relationships.

•  Provide an opportunity for feedback. We ask participants to complete a brief Feedback Form to help you determine the impact of the program, identify if there are any unresolved questions or concerns, and plan future programs. This will include a post-assessment of your employees’ customer service knowledge when desired by you.