CEUs: 0.60   

Fee: $198 ($169 member)

Date: 4/21/09
Time: 8:00am-4:00pm
Location: Tempe - AGTS Learning Center

Related Topics (Customer Service):

• Managing the Angry Public

• Essential Telephone Skills: How to project a welcoming, professional image for yourself and the organization

Customer expectations are on the rise in both the public and private sectors. Gone are the days when customers suffered in silence. These days the customer’s level of satisfaction can make or break an organization and can make or break a career. When you attend “Be a Customer Service Superstar,” you will learn the best practices used by top performers everywhere. You’ll be amazed at what can be gained by regularly applying a few simple customer service “golden” rules.

Length:  One 8-hour session

Instructor:  DuPonte

Who should attend: Employees who want to bring new meaning to customer service for themselves and the organization.

Benefits:

• Project a professional, service-oriented image for yourself and the organization.

• Meet and exceed the expectations of all types of customers.

• Feel confident in your ability to deal effectively with even the toughest customer situation.

• Increase your value to the organization.

Learning Outcomes:

By the end of this program, you will be able to:

• List five factors that significantly influence customer service.

• Describe how employees control the customer’s experience.

• Explain the difference between meeting an expectation and “wowing” a customer.

• Recognize the four different types of organizations in terms of their customer service orientation.

• Explain how different communication styles work or don’t work in achieving the goal of good service relationships.

• Cite eight steps to being a customer service  superstar.

• Develop and implement your own personal action plan for enhancing customer service skills.

Program Outline:

I.          Setting the stage

II.          Important influencing factors

III.         Four types of service

IV.        The role of listening

V.         Values and how they affect service

VI.        The power of words

VII.       Ego status

VIII.       Dealing with challenging/difficult people

IX.         Five steps to success

X.         The Golden Rule of good customer service