Excellence in Customer Service

A skill building and motivating workshop teaching principles of customer service, communication skills, dealing with emotions, problem solving, maintaining motivation and emotional control. Participants will assess and learn how to increase their C.Q. (customer service quotient) through using applied psychology to better understand customers and choose the best response. Participants will also learn how increasing their level of emotional intelligence will make the job easier and less stressful.

At the end of the program, participants will understand the business rationale and economics of delivering outstanding customer service. They will learn how to refine their dealings with internal customers, and be alert to process improvements which can enhance customer service.

COURSE DESIGN:		On site, two day workshop. Highly interactive, with group discussion, lecture, self-assessments, group learning activities and role plays.
WHO SHOULD ATTEND:		Recommended for any employee who has customer contact: Customer Service Representatives, inside sales reps, receptionists, technical help desk agents.
KEY TOPICS:		Benefits of excellent customer service Financial rationale of excellent customer service Clarify individual's role in customer interactions Activate powerful internal customer service Assess individual C.Q. (customer quotient) Understand the importance of attitude Establish a powerful first impression Gaining customer trust and rapport Telephone etiquette Listening skills Learn to apply the principles of emotional intelligence Dealing successfully with difficult customers Handling emotions on the job Defusing angry and abusive customers Resolving complaints Creating customer loyalty Ensure repeat business
BENEFITS:		At conclusion of the course participants will be able to: Identify ways to improve customer service Win customer loyalty Reduce stress and anxiety level Deal positively with angry customers Handle conflict professionally Reduce miscommunication Turn complaints into increased business Identify internal problems which cost customer loyalty