Excellence in Customer Service
Excellence in customer service doesn’t come about accidentally. It needs to be carefully defined, planned, monitored and measured. Every Customer Service Representative (CSR) must know what exceptional customer service “looks like,” “sounds like” and “feels like.” Every customer service manager must know how to monitor and measure the effectiveness of his/her employees in order to achieve exceptional customer service. In Excellence in Customer Service, Small Planet Works provides you with the knowledge and tools necessary to achieve and maintain exceptional customer service.
The workshop can help establish customer service behavioral standards, a winning approach to delighting your customers every time, identifying Key Performance Indicators (KPIs), and developing structured metrics for the performance evaluation.
Participants will also learn different conflict-handling styles and how to select the most appropriate style for a given situation.
Topics included in this workshop are:
- Four things every customer wants
- Ten elements of great customer service
- Why we focus on internal customer service
- Nine communication factors that promote top customer service
- The Universal Customer Communication Path
- Five conflict resolution styles and when to use them.
