Effective Customer Service Seminar Customer Service Excellence

Seminar Description

Businesses are increasingly recognizing that, to be successful, they must place a high value on both their customers and customer service professionals. In this course, we will learn why customer service should be one of the top priorities in this increasingly competitive global economy.

In this dynamic, highly interactive workshop, you will learn what is good customer service. How can it go from good to great? What are the pitfalls that many people experience when trying to deliver customer service? Does attitude count? What is the best way to handle difficult customers? What techniques can be used to reduce customer-service stress? Find out the answers to these and other important customer-service questions during this information-packed training session. Participants will learn what exceptional service is, how to project a customer-friendly image, how to handle demanding customers.

Seminar Objectives

Participants should be able to 

1.  Describe exceptional customer service.
2.  Identify the benefits of great customer service.
3.  Recognize barriers to the delivery of outstanding customer service.
4.  Adapt to specific customer behavior styles.
5.  Demonstrate how to measure customer-satisfaction levels and take corrective action if needed.
6.  Learn techniques for dealing with angry or upset customers.
7.  Develop a personal action plan to improve customer-service skills.

Another key feature of the program is the supply chain exercise, which examines the importance of brilliant customer service within and between departments such as Sales & Marketing, Engineering, Finance, Human Resources, Administration, etc. Special attention is also given to improve interpersonal skills, particularly on the telephone and email. Participants are encouraged to take part in practical sessions and to develop best practice.

Target Audience

This course is intended for team of managers and staff from different functions, levels or units to gain a significant business advantage in terms of greater assurance of application of learning on excellent customer service as well as better integration and alignment resulting in higher economic returns on the company’s investment in the program.

Interactive Format of Learning as Methodology

This workshop is fast-paced, highly interactive, participatory, and productive. It includes individual assessment, discussions, games, demonstration and practice, lecturettes, storytelling, role plays, and problem solving. Participants will be working individually, in small and large groups.

The resource person for this course is an Internationally Recognized Management and Hrd Consultant, a Bs in Psychology, Ma and PhD in Clinical Psychology, and Masters in Development Management with certificate course in Project Management at Wharton School of Economics, University of Pennsylvania, Usa. The resource speaker has a wealth of knowledge about individual, group, and organizational behavior; and for more than 30 years now, has engaged individuals and organizations in the change process to increase their productivity, efficiency and effectiveness.

God bless you, your family, and your company. Thank you 

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