Quality Customer Service Training Goals

To improve understanding of our customer needs and expectations and how to meet them
To enhance “people skills” and flexibility of team members when dealing with customers
Provide proven tools that help with the support and consistent delivery of great service

Quality Customer Service Course Objectives

Create / agree upon a common definition of “GREAT Customer Service” for staff to embrace – such as adding measurable value for the customer
Clarify who the different customers are that we serve
Identify and agree upon what our customers really want/need from us
Explore how our behavior affects customer service and customer perceptions – then generate behavior ingredients of a “professional”
Identify and confirm reasons why customer service benefits all of us
Uncover real/potential roadblocks that hinder us from meeting their needs
Identify ways to be a good internal customer to other team members/departments
Practice a proven 5-step process for quality customer handling
Understand your behavioral style and its effect on co-worker and customer attitudes, perceptions and outcomes
Identify what approaches work best with people that differ from your preferred style
Identify ways to acknowledge and resolve conflict professionally
Develop a personalized plan of action you can take to help support Quality Service