Excellence In Service Training: Basic through Advanced

Course Description

In this two-day live instructor-led Excellence In Service course, you will learn the fundamentals of providing excellent customer service by understanding how to interact with customers to meet their customer service expectations. You'll also learn how to develop excellent customer service skills by understanding how to improve your attitude and attention, provide excellent quality service, and deal effectively with customer complaints and problems. You will learn how to handle unhappy customers and cope with stressful situations in your work environment. Finally, you'll learn telephone and email communication skills and etiquette.

On day two of the Excellence in Service Training Course, you will learn how to determine what customers want, and evaluate the service provided. You will also learn how to create, implement, and monitor service standards. Finally you will learn how to create a customer service climate and foster customer loyalty.

Objectives

Upon successful completion of the Excellence In Service Training course, you will understand:

• Customer interaction and expectations

• How your attitude and attention can make or break your customer relationships

• How to handle dissatisfied customers

• Dealing with and managing stress in service situations

• Telephone skills and E-mail etiquette

• Monitoring and managing service standards

• Customer Service Team training and empowerment

• Customer loyalty development

What you will learn

Module 1: Customer service fundamentals

• Customer service and customers

• Customer interaction

• Customer expectations

Module 2: Customer service skills

• Attitude and attention

• Quality of service

• Problem resolution

Module 3: Customer management

• Dissatisfied customers

• Angry customers

• Upset customers

• Stress in service situations

Module 4: Customer communication

• Communication fundamentals

• Interpersonal communication

• Telephone skills

• E-mail etiquette

Module 5: Service standards

• Fundamentals of service standards

• Monitoring service standards

• Management and service standards

Module 6: Service teams

• Teams as a service solution

• Employee selection

• Team training and empowerment

• Motivation

Module 7: Customer loyalty

• Understanding your customers

• Customer loyalty development

• Employee loyal's influence

• Memorable service

Course: Excellence In Service Training: Basic through Advanced

$1,295.00

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Upcoming Dates

Location: , Virtual Live
Date & Time: May 28, 2024 10:00 AM EST

$1,295.00

Location	Date & Time	Duration	Course Type CL Classroom Live - Traditional live classroom with in-person instructor. CV Classroom Virtual - Attend this live instructor-led event remotely from the indicated tech facility. VL Virtual Live - Attend this live instructor-led event remotely from anywhere.	Price

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Cancelation Policy

If you cannot attend an event, you may send someone else in your place. If that isn’t an option for you, cancellations received up to five working days before the event are refundable, minus a registration service charge ($10 for one-day events; $25 for multiple-day events). After that, cancellations are subject to the entire seminar fee, which you may apply toward a future seminar. Please note that if you don’t cancel and don’t attend, you are still responsible for payment.