Customer Service - How to Stand out from the Competition

Upon completion, participants will: Identify ways to establish links between excellent customer service & business practices, Develop the essential skills that create a manager who focuses on customer service excellence, and more.

Course Outline

Your business relies on its customers.  Unfortunately, so does everyone else's business.  Thus, the competition for your customer's loyalty is fierce. In your customer's mind, how can you differentiate yourself from the crowd of similar businesses out there?  What does it take to gain their trust, and loyalty?  How can you turn your customer's service from an average experience to an exceptional one?

Upon successful completion of this course, participants will know how to:
-    Identify ways to establish links between excellent customer service and business practices
-    Develop the essential skills that create a manager who focuses on customer service excellence
-    Recognize what it takes to get employees fully engaged
-    Recognize who their customers are and what they are looking for
-    Develop strategies for creating engaged employees and satisfied customers

Introduction and Course Overview
The first part of the day will be spent getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

Changes in Customer Service
To begin the day, participants will explore who their customers are and how that has changed during the years.

Creating Excellence
This session will look at Curt Coffman's and Gabriel Gonzalez-Molina's twelve conditions for creating excellence.

Communication Skills
This session will help participants develop their listening and questioning skills - two cornerstones for great customer service.

Suspending Frame of Reference
During this session, participants will explore two advanced communications tools: the frame of reference and the Johari window.

Stereotypes
We all categorize and generalize; it helps us understand the world. This session will help participants identify their own stereotypes and ways that they themselves might be stereotyped.

Giving Undivided Attention to Others
This session will address two ways that we can pay better attention to others: attending and observing.

Leadership
This session will focus on The Situational Leadership Model, developed by Paul Hersey of the California Centre for Excellence. Participants will take the test, score themselves, and then examine their style in detail.

Engaging Employees
This session will explore the key behaviors of great managers. Participants will also identify ways to engage different types of employees.

Follow the Leader
Participants will explore leadership characteristics through a fun, thought-provoking activity.

Developing a Service Management System
To wrap up the workshop, we will look at a team approach to customer service.

Workshop Wrap-Up
At the end of the day, students will have an opportunity to ask questions and fill out an action plan.
Fundamentals of Customer Service provides an overview of the basics of customer service. It provides guidelines and best practices for providing excellent customer service that will enable frontline associates and service staff in back-up and support roles to build, maintain, and increase a loyal customer base.

Additional Details

Pre-Requisites

Certificates offered

Certificate of completion

Cancellation Policy

Students are required to give notice if they are unable to attend their class:

2 weeks (10 full business days) or longer prior to training date = full refund
1 to 2 weeks (5 - 9 full business days) prior to training date = 50% of course fee refund
Less than 1 week (4 full business days or fewer) prior to training date = 0% refund

NOTE: You may substitute classes or students at any time.

Map & Reviews

New Era Technology Training
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Reviews

 

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Here are some reviews of the training vendor.

   

It was hard to see the instructors screen. It was a projector that was turned toward a white board.

Reviewed by Arlene R. 2012

   

Jason Hall is fantastic and I look forward to taking another course with him. My last experience at New Era was not great; the instructor did not meet our expectations and the computers were not working when we arrived. But Jason made the day fly by and I felt like I learned not only the set curriculum but gained lots of additional presentation skills.

Reviewed by Maya D. 2012

   

The instructor in this class was EXCELLENT. I would highly recommend her as she really knew what she was doing and her etaching style was great. AWESOME instuctor.

Reviewed by Pamela T. 2012

   

The trainer was very knowledgeable and kept the course moving at a great pace. I wish I could take her home with me, so she could help me teach photoshop at the school I work at.

Reviewed by Michelle . 2012

   

The course was very helpful and the instructor was very knowledgable and made the effort to make sure all class members were understanding the excersizes and were on the same page. My only complaint is that the computers seemed a little worn out. Throughout the day most students in the class ran into some sort of issue with the computer not working the way it should. And during our practice time closer to the end of the day all the computers started crashing.

Reviewed by Lori F. 2012

   

The Instructor was fabulous and is the reason that I truly enjoyed the course.

Reviewed by Michelle F. 2011

   

Alex was extrememly helpful and knowlegeable.

Reviewed by Dawn G. 2011

   

The course was excellent, but I felt a little out of my league. The participants in the course were designers and IT people who had used other versions of SharePoint. While I benefited from their questions and comments during the class, I feel "lost" now that I'm back on my own at the office. Perhaps I was in the wrong coarse, but it did say power "user".

Reviewed by Sharon T. 2011

   

Alex is great!

Reviewed by ellen m. 2011

   

Jane is a wonderful teacher! i will gladly take any class she teaches!

Reviewed by Essante P. 2011

   

Jane is an excellent teacher! She is very knowledgable and is enthusiastic about the course!

Reviewed by Essante P. 2011

   

Very good - presented course material in an engaging way.

Reviewed by Claudine T. 2011

   

The instructor didn't provide a lot of structure to the class, he just skimmed through the material and didn't go into it very deep. As a result, the class finished up 1.5 h early as well. He tried to add material from PMI (which was missing from the course materials) but this sometimes just made things more confusing. The PMI material should really be in the course material to start with. Otherwise, the instructor was helpful, knowledgeable and had a good demeanor.

Reviewed by Laverne R. 2011

   

It was informative

Reviewed by Amanda N. 2011

   

Very good course with a very knowledgeable instructor. Class was at full occupancy and I felt that the class size was too large.

Reviewed by Amanda B. 2011

   

There were only 4 students so it went fast and we finished early. Personally I would have liked to spend more time practicing. Perhaps some reference to the book and if there were any practice exercises in there that we could use to gain more experience with Visio.

Reviewed by Denise T. 2011

   

The course started 40 minutes late because they did not have the correct computers set up for the program. It's like they were not even expecting us. I found it very disorganized. For the price I paid for this course, I expected a more professional presentation.

Reviewed by Karyn J. 2011

   

Instructor was very soft spoken did not have all the answres but did get answers later in the class.

Reviewed by Thomas H. 2011