Training Calendar

Service Excellence

Instructor: Val Boudreau
Fee: $175.00

Date: Time: Code: Location:  
Feb 07, 2018 8:30am - 12:00pm PD037.180207A Agawam, MA REGISTER NOW
Jun 06, 2018 8:30am - 12:00pm PD037.180606WAT Waterbury, CT REGISTER NOW
Jul 10, 2018 8:30am - 12:00pm PD037.180710L Lincoln, RI REGISTER NOW
Nov 28, 2018 8:30am - 12:00pm PD037.181128AUB Auburn, MA REGISTER NOW

 

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

HRCI & SHRM Credits: 3.25