A bad customer experience can make or break a company's reputation and bottom line. It becomes vital that each employee be performing excellence in customer service.
As an employee, you are the face of your organization. You represent your company to every customer you see, speak to or help. Taking time to refine your customer service skills helps you reap the benefits of stronger profits, satisfied customers and a happier workplace. This seminar will give you practical skills you can use immediately to improve your service to both external and internal customers and will assist you in improving customer relations while reducing consumer complaints.
What are quality service and customer relations?
- Where customers fit into the quality improvement process
- The two needs every customer has
How to identify and satisfy internal customers
- Internal customer defined
- Application exercise: identifying your internal customers
The components of quality service: How your customers and internal clients perceive you
- Reliability
- Responsiveness
- Security
- Competence
- Access
- Tangibility
- Understanding
- Patience
- Courtesy
- Credibility
- Communication
Rating your area’s quality service: an application exercise
How leaders influence positive customer relations and quality service: five specific behaviors
Integrating quality service into your quality improvement process
The Eight Step Method in preventing and reducing customer conflict
Practical exercise on complaint handling
“I really liked the class and instructor as he kept peoples attention and made the class fun. I was unsure if this would be boring but this class was really fun!”
Carla McCaskill, Marketing Coordinator, Bobcat of North Texas, Lewisville, Texas
“Information was well planned and Mr. Zuckerman was engaging with the class well. I enjoyed the class and the handout will be a nice piece to keep a hold of.”
Mike Loop, Web Producer, Mid-Continent Instruments and Avionics, Wichita, Kansas
“These courses always give multiple interpretations and ideas. This class was awesome and I enjoyed all of it and feel like there were great takeaways.”
Wyatt Williams, SSgt, KS Air National Guard, McConnell AFB, Kansas
“It opened my eyes to easy solutions to everyday customer problems. This class provided me good tools to use.”
Aaron Wittman, General Manager, 4jandmwest, Dodge City, Kansas
If you interact with a customer, vendor, supplier, internal customer, or another business, you use customer service skills and could benefit from this class.
Substitutions are free and must be done prior to the start of the class or certificate program.
Cancellations or rescheduling must be received in writing and full refunds will be given up to four business days prior to the start of class.
Any cancellation or reschedule submitted with three or less business days notice is subject to a $35 charge on 1 or 2 day classes and a $75 charge on certificate programs.
No refunds after the first day of the class or certificate program.
This program is relevant on so many levels in your organization. It is affordable and convenient to host an onsite program and train several departments and levels at the same time. Let’s explore the possibilities of having this program at your facility. Paula.Seiwert@wichita.edu