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<< Overview
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I. — Excellence in Customer Service
Providing consistently high levels of customer service can help to set an organization apart from the competition. Developing and maintaining high standards for service is particularly important for attracting and retaining customers. This workshop is designed to develop specific customer service skills and to define the role of participants in providing excellent service.
Objectives
At the conclusion of the workshop, participants will be able to:
- Describe the importance of providing excellent customer service
- Define excellent customer service
- Demonstrate how to respond to angry or upset customers
- Implement a follow-up process with customers
- Use questions effectively
- Apply a problem solving process to assist customers
II. — Manager and Supervisor Role in Customer Service
Managers and supervisors play a key role in supporting customer service throughout the organization. What they notice, what they reward, how they support front line employees and the service environment they create all impact how successful the organization will be in creating a customer focused company. This workshop focuses on key skills managers need to support excellence in customer service.
Objectives
- At the conclusion of the workshop, participants will be able to:
- Describe the importance of providing excellent customer service
- Describe their role in supporting service
- Create a customer focused environment
- Identify opportunities to reward effective customer service behaviors
- Provide feedback to employees which clarifies customer service expectations
- Communicate customer service expectations
- Interact with customers to resolve problems quickly
- Identify opportunities to address systemic barriers to service
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