Customer service is a concept, an attitude. The objective for every customer contact should be to create “customer delight.” Understanding and meeting customer needs, being customer focused, and giving quality customer service is a critical success factor in achieving the strategic goals of any organization. This workshop creates awareness of the core competencies and individual actions that are important in the customer’s eyes.
We believe that “customer delight” is achieved by a series of individual actions: how well you listen, the way you anticipate a customer’s needs, how you handle face-to-face contact, how you use the telephone, and the image you project when you are doing business with them. Through skillful development and implementation, these elements all add up to excellent customer service.
- Serving Customers: Why What You Do is so Critically Important
- Assessing Your Commitment to Serving Others
- Listening: Building Trust and Respect
- Using the Questioning Process With Unsure or Unclear Customers
- Projecting a Positive Image-Face-to-Face
- Tips for Telephone Talk
- Tips for Writing Email with Cooperative Tone
- Attention to Details
- Managing “moments of truth”
- Solving customer problems
- Dealing with difficult customers
- Continuous Improvement: Improving your service performance