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Customer Service Skills

Customer Service Skills

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This one-day course is designed around the critical elements of customer service and the need to lead, model, and promote the organizational values within a customer service environment that are essential for business success. When the company lives customer service, it brings customers back to experience service that outdoes the competition time after time. 

1 Day Session

Learning Outcomes:

  • Demonstrate a customer service approach 
  • Understand how your own behavior affects the behavior of others
  • Demonstrate confidence and skill as a problem solver
  • Apply techniques to deal with difficult customers
  • Identify ways to establish links between excellence in customer service and your business practices and policies
  • Recognize what employees are looking for to be truly engaged
  • Recognize who the customers are and what they are looking for
  • Make a choice to provide customer service

Topics Covered:

  • The 6 critical elements of customer service
  • What is customer service? Who are your customers?
  • Meeting expectations
  • Setting goals
  • Communication skills and telephone techniques
  • Dealing with difficult customers and people
  • Dealing with challenges assertively
  • Dealing with stress
  • The first critical element: A customer service focus
  • The second critical element: Defined in your organization
  • The third critical element: Given life by employees
  • The fourth critical element: Be a problem solver
  • The fifth critical element: Measure it
  • The sixth critical element: Reinforce it

Course Dates & Times:

Tuesday, April 22, 2014 - 9:00am - 5:00pm

1 hour break for lunch

Course Location:

Davenport University Peter C. Cook Center
45 Ottawa Avenue NW Grand Rapids, MI 49503

Investment:

Cost for this course is $300 per participant and includes all printed materials. 

Questions?

Contact IPEx at 616.233.2589 of please feel free to email us at ipex@davenport.edu

To register for this course, please submit the form below.

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