Research shows that customer satisfaction is no longer enough – unless your team is consistently delighting your customers, they will be vulnerable to being seduced away by your competition. Even worse, in today’s social media savvy world, it is easier than ever for customers to publicize negative or even mediocre experiences for all the world to see. Anything less than rave reviews of your programs online (or even via old-fashioned word-of-mouth advertising) can do serious damage to the ability of your business to thrive. Based on best practices from companies that lead the way in customer service excellence, this workshop provides all the tools and knowledge your team needs to delight customers in big and small ways. Perhaps more importantly, it provides participants with the lasting motivation to use these tools that comes from understanding the personal benefits they will receive from providing great customer service.
This training program provides participants with skills and knowledge to consistently delight both internal and external customers. The following topics will be covered:
Note: The 8 hour format can be delivered as a full-day or two half-days. The additional half-day allows for teams to have more time to identify and draft the systems required to sustain customer service excellence over the long term.
By the end of the training participants will: