TRAINING WORKSHOP:
Customer Service - Exceeding Customer Expectations
Thursday, June 6, 2019
9:00- 1:00 pm
Fickling Building, Downtown Macon
Cherry Blossom Room (16th Floor)
Employees in an organization’s customer service department are in a position to influence customers’ opinions and perceptions of the entire organization. Because of their importance to the company, these employees must be well-trained and well-informed. This course stresses professionalism, responsibility and accountability, and a sense of team work. It emphasizes the individual employee’s important role in serving the end-use customer, internal customers, and fellow employees.
The course includes an introduction/refresher to the basics of service and reminds attendees to “see” things from the customers’ viewpoint. Various portions of the class call on the attendees to reflect on their strengths and opportunities for improvement. The course focuses on the characteristics of a great service provider and core communication skills including listening, verbal, and non-verbal skills.
Participants Will Gain
- An understanding of the psychology of the customer service experience from the customer’s viewpoint
- The ability to create dramatically positive experiences that exceed customer expectations
- Analysis skill to evaluate the Communication Cycle and to employ it in their interactions
- A secure sense of the importance of their performance to the company and to its customers
Who Should Attend
Exceeding Customer Expectations is a great course for new employees and for more seasoned employees who may need to refresh or revitalize their skills. The course is highly interactive, with lots of attendee participation. To reinforce the customer service skills emphasized in the course, participants will create an action plan to implement in their daily activity.
