Focusing on Customer Service Excellence

– Improving Customer Service Standards
– Showing Customers that you care !
– Resolving Customer Service Challenges Positively
– The Six Hats problem solving approach
– Why customer satisfaction is based on perceptions
– Focusing on customers’ top expectations to save time and reduce stress
– Managing customer expectations by personality style
– Resolving complaints, dispute and conflict
– Dealing with difficult customers

Excellence through Effective Learning & Training

– Creating a culture of service excellence
– Role Modelling top performers in Customer Service
– Applying learning strategies to create a customer friendly environment
– Creating a vision
– Leading by Example
– Are you a leader ?
– Walk the Talk
– Address those that are substandard
– Moving Forward for personal & business growth
– Effort & Commitment
– Read body language & verbal cues
– How do you follow up ?
– Building team work, cooperation and collaboration
– Hire & Nurture

How to Ensure Strong Customer Service and Customer Satisfaction

– Core qualities & competencies
– Satisfied Customers- Do you Know if Yours Are ?
– Measuring Customer Satisfaction
– Retaining & Motivating
– High performance coaching methods for customer service excellence and staff retention
– Maintaining positivity in the workplace
– Using rewards and incentives to motivate performance
– Addressing ‘real life’ work challenges in customer service excellence

“The goal as a company is to have customer service that is not just the best but legendary”. ~ Sam Walton