Where would we be without our customers? They are not a given! Do you really know who they are and what they want? In this interactive session, participants explore the value of superior customer service and how to create a service culture in the workplace. Service excellence concepts are introduced and practiced helping participants identify, respect and delight both internal and external customers while managing expectations.
Embrace a service culture mindset, and realize why it’s important to each customer service professional’s personal brand and job satisfaction
Recognize the role of engaged employees on brand loyalty
Identify key behaviors that create a service excellence environment
Differentiate between customer satisfaction and loyalty
Identify the critical stages of the customer service cycle
Explore the concept of “word-of-mouth” marketing
Discover why complaints, along with compliments, are critical to the customer service process
Message sent is message received. Really? How do we know? This session highlights the value of clear communications when interacting with customers, both internal and external. It focuses on how common communication barriers such as perceptions, assumptions, listening, and style can impact the customer experience and relationship. Techniques are explored to remove barriers and increase communication effectiveness.
Identify one’s own communication style
Explore the dilemma of miscommunication and professionalism in email, social media, texting
Identify barriers to effective communication
Describe the 5 C’s of Communication
Demonstrate active listening skills
Describe techniques to increase effective customer communications
Create clear communication channels at work to create a positive service culture
“No” is a complete sentence. This engaging session focuses on difficult customers and situations, and how to build trusting, lasting professional relationships. Careful attention is given to emotional customers, although other definitions of “difficult” are explored. Techniques are offered for diffusing anger, respectfully saying no, and offering fair alternatives to satisfy customers when things go wrong while protecting your brand.
Identify and assess examples of difficult or stressed customers
Discover if and when to elevate a situation
Explore strategies to manage and satisfy difficult and frustrated customers
Creatively problem solve opportunities for service “turn arounds”
Demonstrate respectful techniques for saying “no”
Describe approaches to build rapport during stressful moments
Explain the 5-step process for improving the relationship when problems arise
Focusing on what matters most with a ”smile in your voice” can be a challenge at times. Everyone is important and everything is needed now. Or is it really? This interactive session will help participants prioritize work responsibilities while maintaining a professional personal “brand”. The session features tools for maintaining balance and a positive attitude, as well as tips for managing stress. Small group activities and self-assessment tools are used to reinforce learning concepts.
Assess your own time management practices
Identify and overcome barriers to productivity and task accomplishment
Identify personal balancing practices during stressful moments
Handle stress in a way that positively positions you and your customer for success