Beyond Customer Service Building a Customer Centric Organization

Course Description

(Objectives)            

• Establish the importance of setting and reviewing customer service standards
• Develop an understanding of internal and external customer expectations
• Communicate more effectively by utilizing active listening and questioning skills
• Demonstrate how to deal with difficult or demanding customers in a professional manner
• Set SMART objectives and goals to become more productive
• Utilize stress management techniques to increase job satisfaction

(Participants)            

• Frontline customer service representatives (CSR)
• Team supervisors
• Department managers
• Account managers
• Field service representatives