Customer Service Excellence Series

This program will provide opportunities for participants to put themselves in the shoes of a customer. Participants will uncover the four most important things that customers want from service professionals and how to apply them in order to communicate more effectively, both verbally and nonverbally, with internal and external customers.

Learning Objectives:

• Explore winning, listening, and communication skills.
• Review the four primary needs of customers.
• Practical techniques for managing communication modes, particularly e-mail.
• Identify five best practices for online chat service.

Who Should Attend:

Anyone who is responsible for building positive customer relationships with internal and/or external customers.

Competencies:

• Customer focus
• Listening