Participants will learn the importance of customer service while learning to improve their overall professional performance. “Improve customer service” is a broad goal. Within that goal are many behaviors that make up the human relations component of good customer service. One does not improve customer service simply because he or she is told to do so---participants need to understand the reasons and see the relevant parts of the equation. We will discuss and practice the components listed below and bring everything together by role playing to ensure the skills learned in class can be transferred back at the workplace.
Who Should Attend
Managers, Supervisors, Team Leaders, and especially those who work directly with the customers and public.
Brief Course Outline
Categories of Customer Expectations
Governing Forces in Customer Service
Fantastic Service Equation
Listening Skills
Paraphrase the Thought and Validate the Heart
Positive Language
Dealing with Angry Customers
Fine Tune Telephone Skills
Role Play New Skills
Download Registration form for Customer Service (word format)
