Managing Excellent Customer Service

Managing Excellent Customer Service is a customized, on-site program. This awareness and skill-building workshop addresses organizational requirements for delivering excellent customer service. The course also focuses on the unique issues facing customer service managers. Hiring and motivating customer contact personnel, dealing with escalated problem customers, and negotiating and liaising with internal customers will be covered. Participants will also learn how to represent the economic value of excellent customer service for their organization. Customer Service managers will learn key strategies in customer loyalty and customer retention.

COURSE DESIGN:		Two-day workshop with follow-up coaching. Highly interactive, with group discussion, lecture, individual and group learning exercises.

WHO SHOULD ATTEND:		Appropriate for customer service managers, field service managers, help desk managers, contact center managers.

KEY TOPICS:		How the perception of customer service is created The role of corporate culture in delivering customer service How customer service management differs from other management positions 4 vital competencies of an effective customer service manager Hiring employees who have appropriate skills Communication skills/listening and sending messages Sharing feedback (positive and corrective) with employees Creating a motivational environment Setting and reinforcing performance standards Handling customer complaints Defusing the angry or abusive customer Customer surveys and internal feedback forums

BENEFITS:		At conclusion of the course participants will be able to: Support organizational customer service goals Create a climate which enables exceptional customer service Hire employees who have customer service aptitude Structure positions to avoid employee burn-out Reduce miscommunications Create a highly productive and motivational environment Defuse angry or abusive customers in escalated situations Gather evaluate and utilize customer feedback Improve processes and service level Identify ways to continuously improve customer service Reduce employee burn-out and turnover

"Thank you for providing such a motivating and valuable class . . . I have been putting ideas to work throughout our organization."

For additional information or to book the seminar Managing Excellent Customer Service, send email to email@DonnaEarlTraining.com or phone 415.929.8110.