CUSTOMER SERVICE TRAINING FOR ALL PERSONNEL: Customer Service Skills Seminar: Necessary basic training for all team members (including management) engaged in customer-contact services. Participants will learn and practice four distinct service styles tailored to meet the needs of the four most common types of customer behavior. Underlying skills of diagnosing customer behavior, listening, questioning, adapting, personalizing, and recovering will be emphasized, and participants will have in-class time to practice.
CUSTOMER SUPPORT MANAGEMENT TRAINING - tailored to each client Service Leadership Overview for Key Executives: Reinforces service knowledge, concepts, and skills used to promote and influence positive organizational change in customer service. A “must” for all key leaders. A good renewal experience for veterans too. Systematic Service Operations (Quality Service - Plus!) Seminar: Designed to provide management personnel with key service concepts, and serves as a forum for discussion on service operations best practices. Learn the systematic approach to service by studying service intake, customer reception, scheduling, quality assurance, delivery and follow-up best practices, procedures, and organizational aids.
Plan, Measure, and Support Seminar: Devoted to examining the daily operation control functions, as well as the on-going process of information gathering for business planning. Students learn what to measure and why - and gain some experience in planning for quality, customer satisfaction, and profit using a balanced scorecard approach. (Top)