Customer Service

Customers can make or break a business. An organization’s ability to deal with a customer’s anger and problems can have a major impact in keeping the customer coming back. Research has shown that well-handled problems can actually build more customer loyalty than if there had been no problem in the first place. However, a poorly handled customer service interaction can lead to a customer passing along his story of poor service to others. Knowing how to resolve conflict quickly and professionally can make a big difference in how employees perform their jobs and how customers feel about your organization.

Over the years, we have found that not enough emphasis has been placed on customer service as it relates to workers. It is important to understand that workers many times are the sole point of company contact for customers. This workshop will place special emphasis on being professional and hospitable, and the impact of those who are interacting with customers in keeping with the theme that “Our Customer is Our Business”.

This workshop is designed to teach the interpersonal skills necessary to turn problem situations into “win-win” relationships. Various customer service models will be presented that will introduce attendees to enhanced, indifferent and rude service. Role-playing will be utilized to emphasize the skills necessary to provide customer service excellence. Participants will learn to recognize the difference between mediocre and exceptional service and discover what is required to move the customer from feeling “neutral” to becoming a highly satisfied and “loyal” customer. By doing this, customer satisfaction increases, job-fulfillment increases, and job turnover is reduced.

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