What does it take to earn business and retain customers? If you want to create a customer-focused culture in your organization that takes customer service from meeting expectations to exceeding customer expectations, this customer service excellence training workshop is for you.
We will tailor a four-step approach to quality customer service by using client-specific situations for discussion and activities. Move from “satisfied” customers to “delighted” customers that will come back and refer you to others.
Customers complain about your customer service representatives
Customers going to your competitors
Unmotivated, unfriendly, unconcerned, uncommitted customer service representatives
Make the customer your #1 priority
Capture customer cooperation
Raise the probability of positive customer responses
Understand your behavior style and that of others
Respond effectively to specific customer behaviors
Build ongoing trust with repeat customers
Manage a variety of customer satisfaction scenarios
Enhance skills in negotiating-improve customer problem solving techniques
Customer Service Excellence Course Outline
Four Reasons Why Quality Service is Important
Adopting a Customer Service Perspective
Why Winning at Customer Service is Important to You!
Winning with your customers
What Is Quality Customer Service?
Have What It Takes to Win with the Customer?
Comparing Customer Service to a Refrigerator
Customer Service Excellence Training is available in the following formats:
Conference Breakout Session Or Lunch Program
Half-Day Training Workshop
Full Day Training Workshop
Anyone who wants customer service training to reinforce skills and train staff.
Customer Service representatives
Technical and support personnel
Field service representatives
Credit and billing specialists
Small business owners
Questions & Pricing
Customer Service training comes in many forms and approaches. Who is your audience? Are there behavioral changes that you would like to see change? How large is the audience? Do you have a maximum amount of time allocated for the training? Does the group need to be split into smaller groups to continue to have coverage of their responsibilities? Does the organization utilize any form of online personality/communication assessment today?
Fees vary based on # of days vs. # of participants. The two factors that are participant fees are if an online assessment is included and the participant materials included for the solution.
Day rate ranges: $2,500 to $4,200
Online assessments range: $45-$70 per participant
Travel and living are expenses are actual expenses and will align with your firm’s travel and living policies. (The facilitator will travel out of a major airport – in all likelihood – Chicago, Los Angeles, Orlando, or Minneapolis)
Need On-Site Training?
Ready to discuss your customer service excellence training needs? Schedule a 30-minute call, so we can learn more about each other and determine if we are a good fit. This is a no obligation consultation. We look forward to hearing from you. Call us at 800-807-8030 or fill out the form below.
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.