Training Calendar

Service Excellence - ON-SITE ONLY

Instructor: Val Boudreau
Fee: $ Call for pricing

Service Excellence presents a framework for improving service quality by those who directly or indirectly affect the customer. Partici­pants learn key concepts behind providing superior service and how to apply these concepts in their day-to-day activities with customers.

The program uses examples, the latest customer research and customer business tactics to explore the best ways to treat customers.

The business of service requires a professional approach. Customer loyalty and referrals are so critical to the success of a business that they must be integrated into all aspects of the business. To be effective in the service business employees must identify and develop their service competencies.

Learning Objectives

• Recognize when and how to think like a customer.
• Discover the basics of service and the impact to an organization.
• Identify and develop personal competencies in the area of service quality.
• Explain why and how remarkable recoveries can impact the customer relationship and loyalty.
• Discuss the economic impact service quality has for employees and for an organization.
• Learn to communicate with empathy
• Develop a personal action plan

Competencies

• Approachability
• Communication
• Customer Focus
• Listening