Does your team possess excellent communication and customer service skills? If not, we can help!
The importance of customer service varies by product, industry, agency, and customer. For example, an experienced customer – one who has dealt with your organization before – might require less service (i.e., advice) than a novice customer – one who is experiencing you for the first time.
The same is true for users of your services. Those with extensive exposure, know the in’s and out’s and can even take advantage. The novice user may be fearful and anticipate being caught in a never-ending sea of red tape and processes.
In many cases, customer service is more important if the interaction relates to a “service” or is a “service” rather than related to a “product.”
Customer service may be provided by a person (e.g., sales, or service or support representative), or by automated means called self-service. Examples of self-service are Internet sites or telephony systems. Superior customer service is delivered by people to people!
Organizations that are experiencing less than stellar external and/or internal customer service.
Respond Effectively to Specific Customer Behaviors
Build Ongoing Trust with Repeat Customers
Module 1: Course Overview
Module 2: What is Customer Service?
Module 3: Leverage Your Behavior Style
Module 4: Dealing with Difficult Customers
Module 5: Be a Problem Solver
Module 6: Telephone Techniques
“It is not enough to merely satisfy the customer; customers must be “delighted” surprised by having their needs not just met, but exceeded.”
A. Blanton Godfrey
Need An Instructor-led Virtual
Communication Training Workshop?
This workshop looks at behavior as a choice and increases awareness of the consequences behavioral choices have on others. Participants learn that through adaptive behavior they can choose communication strategies that establish trust, minimize conflict, maximize cooperation, and create a positive work environment that increases productivity and enhances job satisfaction.
Our course catalog offers you an easy way to link your organization's needs and goals to TrainSMART performance solutions workshops. All of our workshops are tailored, flexible, interactive and engaging. We use the outlines in this catalog as a starting point to identify the topics and delivery methods that will create the most successful outcomes. Our delivery methods for these workshops include instructor-led classroom, ILT webinars, virtual learning, eLearning, and structured on-the-job training.