Customer Service at Its Best

Workshop Goals:

1. To convince employees that there is nothing more important than taking care of customers. How to CARE (Connect, Attend, Respond, Empathize).
2. To help employees assimilate service skills and techniques: smile, thank, provide prompt service, listen, maintain a positive attitude, and solve problems.
3. To provide opportunities for self-growth, to improve the self-esteem and self-confidence of the entire team. When employees feel good about themselves they treat customers and each other better.
4. To teach employees how to handle irate customers. They will develop recovery strategies. With these tools the employee feels more confident and experiences the advantages of delivering superior service.
5. To encourage teamwork among all staff. Employees should enjoy working with others and should support each other.
6. To focus on opportunities to practice the skills and techniques needed to provide superior customer service and support.

Methodologies:

Customer awareness and understanding to identify opportunities for immediate improvement
Team-based or work group development to achieve ready, willing and able mind sets and skill sets
Small group experiential exercises

Major Focus :

Customer-driven improvement - "remembering why we are here"
Identifying essential customer deliverables
Planning High-Impact Service - how to define customer expectations
Developing a service theme and service standards
Developing a methodology for tracking and measuring performance
Identifying service solutions you can integrate into your workplace

Major Benefits:

Identify behaviors that impact customer service on the front line
Create a performance culture
Establish processes that better serve the customer
Enhance your organization's service through its physical setting
Create a high-impact service plan