Delivering World-Class Customer Service

By Randy Bauer

Participants in this interactive, customized workshop will learn specific techniques that can be used to provide truly outstanding customer service. Everyone will be actively involved in the learning process to assure that skills gained can be put to immediate use. Your organization’s specific goals, processes, products, and methods will be incorporated along with hands-on practice and coaching/feedback to ensure implementation of the skills learned.

Benefits:

Participants will learn:

• How to identify our real customers (we definitely have more than we think)
• What we can do to improve
• How to give personalized service
• How to earn true “world-class” status in the eyes of our customers

Sample Agenda:

• Determining customer needs
• Developing a customer-focused mission statement (consistent with the organization’s mission statement)
• Identifying how well we are presently meeting customer needs
• Aligning our processes, structure, people, information, decisions, and rewards with customer needs
• Handling upset and demanding customers
• How to stay calm when a customer is being abusive
• Using courtesy and tact
• Building trust and rapport

Time Frame:

Up to three seminar days plus implementation follow-up with the instructor.

This unique program represents one of many customer service options we offer. Please ask us about our other customer service offerings that may fit your organization's requirements.

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