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