Without customers your company will go out of business. It’s that simple. We expect our team members to know how to serve customers like it is an innate trait or a part of our upbringing. But everyone is different and so are their life experiences, so what seems obvious to one person will not be obvious at all to another.
This is why we should not take customer service for granted and actually invest in teaching our team as well as creating measurable customer service standards for the company.
It’s not enough to just have customers, you want to have repeat customers, satisfied customers that will give you referrals and who want to do more business with you.
Who it’s For
This is suitable for all levels from individual contributors right to the top and is applicable whether you are in a customer facing sales or support role or not.
- Individual Contributors
- Supervisory to Executive Level Management
- Business Owners / Professionals
- CEOs, Managing Directors and C-Suite Executives
What You’ll Learn
- The Case for Customer Service:
We start off simply by defining customer service, confirm the need for this and the consequences for having “bad” customer service. Customers can be both internal and external. - Customer Wants and Needs:
Then we deep-dive into what customers want and need from us. How can we decipher customer wants and needs easily, ways to speak with and respond to customers to get them to their solutions. - Key Customer Service Techniques:
From first impressions to creating loyalty, we’ll go over these key techniques to make your team into customer service rock stars! Of course practice makes perfect, so learning is one thing, it’s the team’s agreement to put these into practice afterwards that will make the real difference.
Resulting in:
This program creates better bonds with teams cross-functionally when teams that are not usually customer facing are included as customer service impacts more than just the external customers:
- Better teamwork to meet external customer needs.
- Greater appreciation for the contribution of all teams across functions and the need to work together.
- Ultimately improved customer satisfaction scores.
What to Expect
- Highly interactive, fun and thought-provoking group workshop session blending teaching and group coaching to allow for learning and for application.
- A safe space to explore and uncover awareness of self and others through role plays, group share and creative writing exercises.
- Team building, team bonding within the participant group that will improve understanding and collaboration across functions.
What You’ll Receive
- Participant Workbook / Handouts
- Certificate of Completion
