Program Description:
Customer service requires many "hats". You're a teacher answering questions, a detective searching out information, a psychologist dealing with emotions and frustration and you're a host/hostess making others feel welcome and comfortable. Learn how to be more sensitive to the needs of those you serve. This program gives you the tools needed to create total organizational commitment to quality service. Now, more than ever, excellent customer service is critical to the success of your organization. Build your service image and customer loyalty through these proven service strategies. Learn how to achieve service excellence and develop an attitude that permeates your entire company by handling your customers with skill and confidence.

Program Benefits:
Individual skill-building exercises, combined with group activities, focus on identifying strategies for customer-friendly service. Employees discover and enhance their own abilities to perform their work in an atmosphere of awareness of what it really means to provide quality customer service. Employers learn how honoring customer-service people can increase profitability. This program is designed to build service image and customer loyalty.

Learning Objectives:

	Employee expectations of customers and customer expectations of employees
	Characteristics of exceptional customer service and why it is a team effort
	Individual service styles and building relationships with customers
	How to solicit information, identify problems and respond to legitimate complaints
	Anger diffusion
	How to say "no" professionally
	Measuring customer satisfaction; reasons for customer dissatisfaction
	Phrases, voice technique, and body language to build rapport
	The emotional trigger words to avoid in person and on the phone
	How to make poised, confident first impressions
	Ways to look, act, and sound like you feel terrific when you don't

Program Length: 1 ½ hours (can be reduced or expanded based on client needs)

Presentation will be "customer-ized" to meet client goals and objectives.