Providing superior, creative and comprehensive enterprise business solutions
PAST EVENTS GALLERY
Overview
The need for leading, promoting and enhancing a customer-focused culture is essential within every organization. This workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As you discuss the various skills and techniques, draw from your own personal and varied experiences to share elements of reward and challenge. Consider this workshop as a “re-energizing time" to build and expand from where you are now.
Workshop topics:
- Identify ways to establish the links between excellence in customer service and your business practices, and policies.
- Identify how to organize assets to best serve customer needs
- Develop the skills and practices that are essential elements of a customer service focus.
- Develop a culture that will motivate employees to perform and to be engaged in meeting customer needs.
- Recognize who the customers are and what they are looking for
- Develop strategies for creating customer satisfaction in whatever business units they work within.
- Recognize how to identify customer service errors and how to recover from them
Course Outline
- Who our customers are and what they expect
- Sustaining an individual level of engagement
- Communication skills
- Appropriate sharing Self-image & first impressions
- Effective leadership
- Situational leadership
- Developing your leadership style
- Managing employee engagement
- Your role as a coach
- Developing a Service Management System
- Problem people and situations
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