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Customer Service Training

High Performance Customer Service

These services will be developed to introduce and facilitate the use of advanced customer service skills and supervision skills. It is also suggested these skills be implemented within an on-going, employee-driven, organizational improvement plan. Recommended course topics and areas of emphasis can include any combination of the following titles or tasks.

Customer Service Training Topics

Professional Image Managing the Multi-cultural Customer Telephone Skills Working in Teams Customer Service Overview

Time Management Face-to-Face Customer Service Resolving Interpersonal Conflict Managing the Difficult Customer Diversity in the Workplace

 

An Example Of An In-House Program

Course/Service Description	Est. Hours
HPO Planning Workshop Pre-training employee survey (Identify frustrations, problems, training needs, solutions) Customer Service Overview (Understanding your customer, the role of customer service) Effective Communication Skills (Adapting to different situations and personality styles Organizational Improvement Strategy (What are our goals & opportunities, how do we  achieve these)	4
Lunch & Learn Series Professionalism in the workplace – Setting the tone Customer Relationship Building – Face to face/telephone Teamwork and working with others – Problem solving Handling difficult situations with customers in a positive manner Resolving interpersonal conflict Time management	1 each
Supervisory Skills Leadership traits and behaviors Coaching skills Handling difficult situations with the employee Motivating and empowering others *These topics/skills can be integrated within the training courses and/or covered in a consultative manner with identified employees	TBD

 

Training Specifics

Training dates/times: TBD
Cost: Development/consultation: $75 per hour
Training: $150 per class (Includes materials)
Location: On-site

Proposed Three Month Schedule

Month One
Lunch & Learn – Customer Relation Building – 1 hour

Month Two
HPO Planning Workshop – 4 hours
Supervisory Skills – Coaching skills – 2 hours

Month Three
Lunch & Learn – Teamwork and working with others – 1 hour
Supervisory Skills – Leadership traits/behaviors – 2 hours

Cost
Training (6 hours): $900
Development/consultative (4 hours): $300
Total: $1,200

 

Additional Customer Service Programs

Motivating Service Professionals

This fun, motivating workshop is designed to teach participants the importance of customer service. The foundation of this training program is entitled "Give ‘em the Pickle!" Customers today expect good service. If service is poor, they often don’t say much to you, they just don’t return. If service is great, not only do they remember it, they come back, again and again and again.  So how do you offer great customer service? You offer great customer service by exceeding the customer’s expectations through adding your special touch. Whether it’s responding to a particular need the customer may have, adding a little extra in the service you offer or simply taking a personal interest in them, these are some of the ways you give away pickles. When you give away pickles, you make those customers feel cared for.

Love ‘Em or Lose ‘Em: Improving Employee Retention

This 6 hour workshop focuses on improving employee retention. Low unemployment and a labor shortage have created one of the most critical issues facing businesses today: employee retention. A booming economy and the Internet have made it easier than ever before for people to seek employment elsewhere. Learn how you can keep your best people from walking out the door. You have the power to retain your employees. You can make a difference NOW!