Customer Service Excellence for Everyone
Re-energize your staff with the required skills for excellent customer service. This program will give new and experienced service providers a toolbox of skills for effectively and efficiently handling all types of customer interactions.
Whether you are the person on the front line or the one serving the front line, you touch customers. Everyone serving internal or external customers needs to be able to build customer satisfaction and loyalty, which directly results in repeat business and increased customer satisfaction and loyalty, which directly results in increased success.
Modules (16 hours - see descriptions below):
Communicating with Impact (Prerequisite)
Taking the HEAT
Navigating Beyond Conflict
Attitude is Everything
Upon successful completion of this program, participants should be able to:
- Feel confident to handle every customer interaction.
- Manage stressful situations more effectively.
- Provide the kind of service that keeps customers coming back.
- Respond quickly to customer requests with effective solutions.
- Form effective partnerships with internal and external customers.
- Recognize when there is an attitude problem and the steps necessary to correct it.
1.2 CEUs available for completion of this 16-hour program. 100% attendance is required. Contact the BCI Main office at 517.483.1857 for additional information.
Who should attend:
Customer service representatives, technical and support personnel, field service representatives, credit and billing specialists, as well as managers who want to reinforce their skills.
COMMUNICATING WITH IMPACT (4 hours)
This foundational course provides individuals with a powerful set of interaction skills that enables them to communicate more effectively with colleagues and customers and, in the process, build trust, strengthen partnerships, and achieve desired results.
TAKING THE HEAT (4 hours)
Organizations need to provide superior customer service in order to build customer loyalty and stay ahead of the competition. Service providers, quite often, know how to have a friendly, positive customer interaction but lack the skills to handle an interaction that takes a turn for the worse. This course equips learners with an important skill set that is essential to providing high-quality customer service. These essential skills will help service providers turn dissatisfied, upset customers into satisfied, loyal ones.
NAVIGATING BEYOND CONFLICT (4 hours)
The differences people bring to the workplace can promote tremendous creativity and innovation. Those same differences can also contribute to misunderstandings, which can lead to discord and if left unresolved, dispute. In this course, individual performers learn how to recognize the warning signs of conflict and take action to prevent situations from escalating or to work out the conflict if it does escalate. This allows them to mitigate any negative impact, thus reducing the cost of conflict and improving business results.
ATTITUDE IS EVERYTHING (4 hours)
Creating and maintaining a healthy attitude is imperative to the success of an individual as well as an entire organization. A positive environment can increase productivity and improve morale, quality, customer satisfaction, etc. However, at any given time, there can be individuals or groups of individuals who delight in depositing their negativity here and there. If not detected and eliminated quickly, this attitude can spread throughout the organization with alarming speed. This program will provide participants with the tools to recognize when there is an attitude problem and the steps necessary to correct it.
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Contact any of our Business Development Managers to find out about customization opportunities for your company or call the BCI office at 517.483.1857
The Business & Community Institute
Phone: (517) 483-1857
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