Serve IT: Building a Customer Service Culture

Description:

Why is customer service so important? Customers don’t distinguish between you and the organization that you work for. Your contact with the customer shapes their service experience.  You are a customer every day, and though you may not keep a laundry list of the skills and techniques that exemplify great service, you know it when you see it. You know how great service makes you feel; you know what it looks like. And, you know when you are not getting great service!  This interactive workshop will help you to recognize what your customers expect from you and help you to enhance their service experience – which will result in higher levels of satisfaction.

As a result of this training, you will be able to:

• Describe the customer service model and how it relates to your job.
• Explain customer service expectations in order to improve customer perceptions.
• Increase customer loyalty by effectively handling different scenarios.
• Identify your effectiveness with customer service skills and improve communications with customers, managers, and co-workers.
• List specific accountable service values and integrate them into your work more effectively.
• Increase accountability by taking more ownership and responsibility.
• Build a personalized customer service action plan to demonstrate customer satisfaction.