Workshop Overview

When it comes to customer service, the first few seconds and your first few words can determine your success or failure. So, it's what you do and say, not necessarily just what you know, when it comes to creating customer satisfaction (or even better-- customer delight!) And for this reason, 'Out-Standing' Customer Service: Standing Out From the Crowd! goes beyond traditional customer service theory. Rather, it challenges workshop participants with realistic customer service situations, then provides practical and effective techniques that are immediately applicable on the job. Workshop participants learn to provide an overall level of service to customers that surpass that of the competition by teaching positive approaches that inspire them to believe in the value of customer service, and give them the skills and style to deliver it, through this fun and interactive workshop!

Workshop Outcomes

Participants of this event will leave with:

• The ability to create a positive, memorable experience for the customer
• An understanding of the strengths and weaknesses of their communication style and how it impacts the experience of the customers
• Key words and phrases needed to handle any customer contact with ease and confidence.
• The ability to make all customers feel welcome and important
• The ability to turn difficult customers into happy customers
• Techniques to deliver excellent customer service via technology (phone, internet)

Workshop Key Topics

• The Triple A Approach: It's All About Attitude
• Moments of Truth: Inspiring Customers to Brag
• Creating Customer Service with Style: What's Your Style?
• I Speak Your Language: Words and Image to Wow Your Customers
• Applying the "Guest" Mentality
• Turning Oops! into Opportunity
• Dealing with Difficult Customers: Turning Difficult into Easy!
• Service in Cyberspace: Customer Service Via Technology (Optional)

Workshop Length: This workshop runs 8 hours

Optimal Number of Participants: 12-16