seminar half-day onsite / 2 x 75 minutes online


CUSTOMER-CENTERED SERVICEs

Successful organizations know that customer satisfaction .is just the entry point in today’s competitive marketplace. It is imperative that customers – both internal and external – are delighted, and their expectations exceeded.

This engaging and highly participatory seminar delivers practical tools that participants can implement immediately to significantly and sustainably improve external and internal customer service.

The program draws on the practices of organizations that excel in customer service. Through inspiring stories and real-world scenarios, participants will be inspired and motivated to apply their learning with a renewed energy and spirit to serve.


Here’s a summary of our customer-centered service program. Contact us if you’d like to see a detailed curriculum overview.


Principle

What is the fundamental principle that underpins this program?
  • The Golden Rule: Do unto others as you would have them do unto you.

Perception

during the program, participants will …
  • Better understand the most common reason customers don’t return.
  • Be able to categorize the root causes of service issues.
  • Appreciate the needs of the five most common kinds of difficult customer.

Behavior & Results

during the program, participants will …
  • Address service issues and categorize solutions based on severity and responsibility.
  • Apply proven practices to deal with difficult customers.
  • Identify their personal brands as representations of the organizational brand.