Call 719-266-8088 to discuss interpersonal, team communication keynotes, consulting, coaching, training, strategic planning facilitation, business interviews, presentation skills, DISC personality styles. Veteran owned, woman owned small business near Denver in Colorado Springs. |
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Laura Benjamin's Pinehurst Press Ltd. Interpersonal, Organizational Communication Strategies |
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Struggling to communicate who you are, what you've done and what you can do for others? Communication is never just business - it's always personal! Perhaps we can help... |
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Customer Service Training: How to Create Customer-Centric Service Skills
Laura Benjamin has taught customer service skills as adjunct college faculty, supervised 75+ customer service agents in a 400+ person Customer Service Call Center and facilitated training for organizations worldwide. This program is designed for both internal customer service training and external customers including vendors and suppliers.
A U.S. News & World Report Survey discovered that 87% of those polled feel common courtesy has gone the way of the dinosaur, and the majority believe the greatest erosion occurred in the past 10 years! It's no wonder then, that many people feel customer service has taken a nosedive too. Perhaps it's because we're time-crunched, doing more with less, and tend to overlook the value of positive customer and internal workplace relationships.
Regardless of the reasons, effective business practices rest on constructive human interaction. This lively, interactive program introduces sound service theory along with practical how-to's. Participants will learn how to move their team beyond lip service to achieve substantive, sustainable and quantified improvement in service quality and customer loyalty.
Learning Objectives
By the end of this program, participants will be able to:
- Quantify the Soft Costs of a “Lost” Customer
- Conduct a 7-Step Service Gap Analysis
- Manage Challenging and Difficult Customers
- Analyze 6 Ways to Exceed Customer and Co-worker Expectations
- Create a Customer's “Bill of Rights” to Set Consistent Service Standards
- Identify 21 Top Telephone Tips and Techniques
- Evaluate and Incorporate 15 Critical Customer Needs
- Identify 3 Easy Ways to Deliver Results with Tact and Diplomacy
- Apply the 5-Step “C.A.R.L.A. Concept™” for Clear, Courteous Communication
Contact us to schedule your customer service training program!
WHAT CLIENTS SAY...
Laura, I want to thank you for the three superb days of training that you offered us here at Seymour Johnson AFB. Your perspectives on customer service were right on target. Our attendees face numerous challenges daily and your keen insights were invaluable for our future. Your sessions created the right atmosphere to "open a lot of eyes" on how important customer service and training plays in our daily duties and responsibilities. I sincerely appreciate you sharing your insights into the similar challenges you have faced along your journey. Tresa Jones, Unit Training Manager, Seymour Johnson AFB NC
Dear Laura, I enjoyed the training. It was very different from what I have experienced in the past. Usually it is "the customer is always right" but you showed a different way of looking at each situation so we can treat and understand the customer better. Thanks again for the training. Thank you again, Brenda Montalvo, Chief, Housing Flight, Seymour Johnson AFB, NC
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