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Enhancing Your Customer Service Skills

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Enhancing Your Customer Service Skills

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.

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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

  • The quality of the program provided was excellent
  • Very thorough presentation as well as great attention to detail
  • Effective and engaging discussion which stimulated my knowledge of individual service skills
  • I appreciated the focus on effective de-escalation techniques
  • Very interesting material provided
  • Great information and discussions
  • Depends on your specific role within a company and whether or not you have a lot of customer interaction. If so, then the course is extremely useful
  • Informative and engaging session with a lot of productive class interaction
  • Excellent amount of information provided throughout the class
  • Would be good for employees dealing with difficult colleague in challenging working environments and are under pressure to meet performance expectations

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 

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