DESCRIPTION:
Organizations are increasingly concerned about the quality of CUSTOMER
SERVICE. Once confined to retail businesses, CUSTOMER SERVICE is valued
by all organizations. This skill-based seminar provides attendees
with valuable insight and techniques to significantly enhance the
delivery of CUSTOMER SERVICE and the building of a caring organizational
culture.
OBJECTIVES:
As a result of attending this intensive professional development seminar,
you will be able to:
• Identify the basics of exquisite customer service and its impact
on morale and motivation
• Assess current skills in dealing with the public in direct
contacts and by telephone
• Understand the concept of internal and external customers especially
in addressing the “political nuances” of the organization
• Practice effective communication skills to respond to complaints,
suggestions and requests in a knowledgeable, clear and polite manner
• Learn CARING COMPETENCIES for applications to customer service
• Review the non-verbal aspects of professionalism and customer
service
• Identify and practice ways to lower emotional levels of an
irate “customer” and how to maintain composure
• Identify when and how to handle issues themselves and when
to refer them to their supervisors
LENGTH of Seminar: 2 days
Number of Participants Per Session: 20-25
Professional development training created and presented by: C.W. HINES
and Associates, Inc.
