CUSTOMER SERVICE, BUILDING A CARING CULTURE

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.