Achieving Excellence in Customer Service: Providing a Quality Service

Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork. It requires well–trained customer service professionals who have a passion for providing quality service. This dynamic, five-day course emphasizes the professional communication skills and actions that create the foundation for continuous improvement. In today’s customer-oriented business environment, “people skills” are critical for career advancement and organizational effectiveness. The program emphasizes the importance of providing customer service excellence in a competitive environment, proven strategies for service recovery, and negotiation techniques for dealing with difficult customers in a professional manner Identify key components that promote customer retention and loyalty Describe the practices of a world-class customer service provider and model their own performance on those practices Utilize interpersonal skills as vital tools in the provision of customer service Develop a customer-focused mindset for continuous improvement Improved conflict resolution skills Learn about Customer Service and Quality Management Tools Learn how to improve Customer Satisfaction Improve your people skills Learn how to proactively manage and control expectations Acquire a six-step process which you can use to plan your negotiations so that you can be sure that you have all the bases covered Develop and refine the 5 key skills crucial for expert negotiations: creating rapport, sensory acuity, yes sets, needs definition & sending positive messages Gain a structure within which you can effectively apply your new-found skills Understand how you can build on your own strengths and overcome your weaknesses in a negotiating situation Acquire a blueprint which you can apply for each negotiation you attend Know how to avoid common pitfalls and effectively handle "dirty tricks" Learn about Customer Service and Quality Management Tools Learn how to improve Customer Satisfaction Improve your people skills Learn how to proactively manage and control expectations