This in-house customer service training program is suitable for all employees. It is available in one-day and two-day formats.

It presents a proven approach for creating or enhancing service excellence throughout your entire organization.

This highly-interactive training program provides participants with strategies and skills that will help them make the most of their day-to-day interactions with customers and colleagues.

Customers value service and in today’s economy they want and expect it if they are to give you their loyalty and repeat business. This training program will help you to make service excellence a competitive advantage in your organization.

Whether you would like to use this generic program or have us customize it to reflect your specific requirements, we can help.

LEARNING OBJECTIVES

Upon completion of this program, participants will:

Understand why service and retention is a critical business strategy
Understand the role service plays in customer satisfaction and retention and the critical role employees play in creating value and building loyalty
Determine what customers’ want and expect when it comes to the service they receive
Identify pro-active strategies for getting customer feedback
Evaluate processes and procedures and look for ways to make these more customer friendly
Develop strategies for exceeding customer expectations
Develop pro-active recovery strategies to regain the customer’s confidence and business
Strengthen internal service partnerships and processes

Topics in this program include:

What is Service?
Creating a competitive advantage
What Are Your Customers Worth?
Moments of Truth…and Coffee Stains
Creating Value for Customers
Creating a Legend
What Customers' Want
Moments of Truth and the Cycle of Service
The Power of Customer Perception
Understanding Customer Expectations
Retention, Pro-active Recovery and Loyalty
Personal Recovery and Retention Strategies
Service Partnerships-Internal Cooperation
Your Role in Continuous Improvement
Your Personal Action Plan

TOPICS COVERED

Train-the-Trainer Certification

We will be pleased to provide Train-the-Trainer certification to your trainers should you wish to conduct this training within your organization yourself. We will be pleased to discuss our certification process with you.

OPTIONS

As part of this program, participants complete a Personal Action Plan for how they will take what they learn and apply it on-the-job.

This highly interactive program can be conducted in both 1-day and 2-day formats and includes an effective balance of lecture, individual and group activities and exercises.

This outstanding customer service training program will establish the Mind-set, Strategies and Skills Needed To Increase Customer Satisfaction, Improve Service Performance and Service Recovery, Customer Retention And Loyalty. Participants will master the use of Proven Tools, Tactics and Strategies.

If you would prefer an online version of this training program please check out Maximizing the Customer Experience. Click Here.

That’s Customer Focus!

Maximizing the Customer Experience

Online Customer Service Certification Training for under $200.00.

Click Here for details.

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Did you know that...

Customers are willing to pay from 9% to 22% more for exceptional service
60% say they would try a new brand if they could get better service
8 out of 10 customers report they no longer deal with a provider due to poor service

It costs 5 to 8 times more to get new customers than it does to keep the ones you have

Source: Amex Global Service Barometer 2010 and 2011

That’s Customer Focus!

Maximizing the Customer Experience

Click here to obtain a downloadable course description

Click here to obtain a no obligation fee estimate