Our revolutionized customer service training course explores and covers all the aspects of customer service management utilizing a holistic approach and taking a systems thinking perspective. The aim of the course is to make customer service management a successful business strategy for an organization that takes customer loyalty seriously. Through a combination of lecture, audience participation, role play (and/or on the job-training), participants will learn specific skills for working through common customer service scenarios including turning around negative service situations, delivering customer service remotely, listening and analyzing skills, and increasing sales and customer loyalty.
Course Duration: 2 Days
Our Target Audience:
- Customer Service Representatives
- Relationship Mangers
- Managers and Leaders (Junior, Middle and Senior)
- Individuals who want to improve their service skills
Participants Will Learn:
Team will think and act in a customer focused way.
Explain language and its importance in communicating with customers.
Understand Customer Centricity from a Systems Thinking Perspective.
Gain tools to measure, train and improve staff’s approach to customer centricity.
Understand how an individual’s behavior impacts the behavior of others.
Lay foundations to align behaviors to your organizations expectations of its customer service team.
Make customer service is a team approach.
Offer techniques and suggestions of how to measure customer service levels.
Training Outcomes at a Glance:
Articulate what customer service means in line with overall business strategy and mission.
Explain what customer service means in relation to internal and external customers.
Explain what customer services means in relation to teamwork.
Use a range of communication techniques and strategies.
Develop ways to develop and maintain a positive, customer focused attitude consistently.
Master techniques to satisfy complainers, calm upset customers and regain confidence and goodwill.
Use personal skills to listen effectively and to enhance understanding.
Understand customer needs by developing needs analysis techniques.
Kristie Kennedy Ward Florida
Dr. Mary Ritz is a prolific transformational thought leader who is highly skilled at creating an engaging atmosphere where mind altering dialogue can occur. She has an acute ability to connect the hearts of her audience instantly with her genuine approach to leadership, public service and behavioral change.