exceptional customer experience motivates most customers to buy more, stay longer, and refer friends or associates. So, yes, customer experience not only matters, it can provide a significant competitive advantage. This workshop will create awareness and understanding of the critical importance of consistently providing exceptional service to the customers you serve

Who Should Attend this Course:

• Anyone on the front line of customer service, whether face to face or over the phone

What This Course Covers:

Participants will learn to:

• Discuss the elements of an exceptional service experience
• Define the concept of “moment of truth” as it relates to customer expectations and the customer experience
• Explain the benefits of exceptional service as it relates to the business, the employee, and the customer
• Understand what customer service means in relation to internal and external customers
• Master ways to develop and maintain a positive, customer-focused attitude
• Learn techniques for developing good will through in-person customer service
• Master skills for dealing with difficult customers
• Acquire tools for handling difficult customers
• Understand when to escalate

This training course is also available in a one coaching format, and can be presented by a trainer should your team require course content be delivered in English.

HOW TO SCHEDULE YOUR TRAINING:

All classes are available to be scheduled as private sessions for your firm. Course content and duration may be customized depending on client needs.