Front-Line Customer Service
WHO SHOULD ATTEND: All employees. Especially valuable for field and service technicians.
COURSE DESCRIPTION: Employees play a valuable role in keeping customer loyalty in a deregulated environment. A customer's positive or negative experience with your company usually depends on the quality of service on the front line. First impressions are long lasting and difficult to change; therefore, it is extremely important that customer service in this area is consistently excellent.
Using role-playing, video and checklists, the Front-Line Customer Service Workshop focuses on customer service where it counts the most. It is designed to impress upon participants the business reasons behind decision making by creating scenarios using the employee’s personal experiences as a customer.
COURSE BENEFITS: Participants will be able to:
Understand the impact of their behavior and attitude on the customer’s view of service
Determine customer expectations in order to improve their handling of difficult situations
Utilize learned listening and communication skills
Perform their role in creating a customer focused environment and how to contribute to the organization
Become an exceptional provider of customer service by communicating more effectively with customers
Identify the concepts of quality customer satisfaction and how it relates to the organization’s success
LENGTH: One day
RELATED COURSE RECOMMENDATIONS: Quality Improvement, The Employee's Role in Delivering Exceptional Customer Service, Stress Management