Overview

The need to lead, model, and promote the organizational values within a customer service environment is essential for business success. This one-day workshop will provide you with opportunities to explore your responsibilities within your role as a leader (supervisor or manager) in a customer service environment.

Who should Attend?

Office Assistants, Secretaries, People in Customer Service , Front office

Learning Objectives

• Understanding the Role of a Customer Service Representative
• Understanding the critical elements of Customer Service
• Developing Customer Service Skills – Rapport building, Listening, Questioning
• The role of Communication in Customer service
• Creating Customer Service Solutions   
• Knowing What Your Customer Really Wants
• Developing your Telephone Skills               
• Working with Difficult Customers  and Handling Objections

Applicational Value

• Establish links between excellence in customer service and your business practices and policies.
• Develop the skills and practices that are essential elements of a customer service-focused manager.
• Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage