Excellence in Service

Overview

Excellence in Service focuses on creating and maintaining an effective customer service climate. This program offers skills for determining customers' needs and for providing the service to meet those needs. Participants who will benefit from this program include service representatives, managers, supervisors and team leaders.

Objectives

After completing this course, participants will be able to:

• Distinguish the different types of customers
• Build rapport and communicate with customers
• Handle difficult customer situations
• Determine customer wants and needs
• Evaluate service provided
• Discuss the basics of service standards and monitor those standards

Format

Excellence in Service a 21-hour course, offered in multiple sessions based on the needs of the customer. The course is structured into two parts with foundational skills in the first part of the program and advanced skills in the second part of the program. The entire program is delivered in an interactive, learner-centered style of facilitation.

Special Features

• Interactive course delivery
• Hands on
• Practice and feedback

Benefits

• Participants gain in-depth knowledge of the customer service climate needed for an effective call center.
• Participants achieve skills and knowledge that will enable them to create a customer service climate that fosters customer loyalty.