Customer Excellence - Customer Service Training


			Customer Excellence

			Alamo's Customer Excellence looks at the elements-art and science-that are essential to serving customers and building strong customer relationships. The workshop explains why attention to detail is a key to success and a mark of real professionalism in any job. Individuals also learn to evaluate their own experience and responsibilities as customers – preparing them to identify with and ensure cooperation from those served. Objectives At the conclusion of this workshop, participants will learn how to: Establish a positive image for themselves and their organization, department or work group Take personal responsibility for creating a successful customer encounter and working to delight their customers Assure clear, consistent communication between their organization and its customers-or between customer and supplier groups within an organization Prepare for and execute each phase of the Customer Service Cycle Make better business-based decisions to create positive customer relationships, maintain profitability and avoid false expectations Manage customer problems to ensure effective solutions and positive customer testimonials Outline Customer Excellence is presented in two modules: Customer (Lip) Service and Practicing Delight. Customer (Lip) Service – Good service and strong customer/supplier relationships require a complex combination of art and science. Steps include: Intuitive responses, interpersonal skills, and attitudes Processes, resources and preparation Practicing Delight – Help roles and functions better understand and carry out customer service responsibilities. Steps include: Learn personal and organizational benefits Practice processes that encourage attention to detail Evaluate their own experience and responsibilities as customers Prepare to identify with and ensure cooperation from those served Audience Customer Excellence is appropriate for customer service representatives and their management, internal department, and project leaders. The program is most effective if small intact teams are available to work together on real world issues. Delivery The Customer Excellence is a full 2-day, hands-on workshop that can be conducted by Alamo's own facilitators. Alamo's trainers have extensive background to make best use of the principles taught. A train-the-trainer program is also available and enables you to make the skills a core element of your in-house training program. Continuing Education Units Upon successful completion of this course, students are eligible to receive Continuing Education Unit Post Workshop Coaching Alamo facilitators are available to ensure application of the skills following this workshop. Participants are encouraged to contact us with specific questions or concerns. Advanced Certification Return on your training investment by earning an advanced certification for this workshop. Provide Alamo with three specific examples of how the skills were used on the job and the results. Upon review and approval, Alamo will send you an advanced certificate.