Customer Service Excellence for Leaders
A Program Designed Specifically for Leaders Who “Serve”
Our specialized program will train the customer service leaders in your organization to generate a spirit of service within their team, installing a service culture that builds customer loyalty.
The program includes the following points:
- Customer service is an attitude not a department
- Internal service is just as important as external service
- Identifying the top expectations of customers
- Your attitude is a choice that is controllable
- Good leaders serve the people who serve the customer
- Generating a spirit of service
- Leading by example
- Energize your staff to perform award winning service
- Repeat business is good for everyone
- Installing a service culture that builds customer loyalty
- Create strategies for responding to feedback
- Generate positive energy through feedback
- Recognizing excellence
- Identify what people value about working for you
- Develop service standards and build them into jobs
- Energize staff to delight customers through effective recognition
- Listening skills
- Three styles of listening
- Removing obstacles to listening
- Practicing proactive listening habits
- Handling customers with listening problems
- Keeping customers calm with words
- Turning angry customers into repeat customers
- Taking ownership of the situation
- Three steps to composure
I Need Something Else
No company is quite like yours. So, if you have a training need that demands a highly-specific solution, we can help. Customization allows you to align your company’s unique goals to the training.
One-on-One Confidential Training:
This training may be delivered in a variety of ways, including over the telephone or online.
Minor Adjustment:
Includes course name changes, minor searchable terminology changes and addition of logos.
Tailored Training:
Modify our courses to address your organization's specific needs, including modification of role playing and other exercises, cosmetic and terminology changes. Our pre-training analysis aligns course content, activities and examples with your organization's strategies, culture, and objectives to deliver a program tailored just for you.
Customized Training:
For more specific or complex training initiatives, our design team can assess your organization's needs, then create a learning solution that is uniquely yours to help you achieve your business goals.
New Development:
Newly created material to meet your objectives.
