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Excellence in Customer Service


Customer service representatives.


Three Days

Brief Description:

Using service values defined by the client organization, we customize this program to reflect the values and behaviors expected of employees.  The program includes audio taping each employee handling a service request.


Participants will be able to:
  • Identify their communication style, the communication style of their listener and be able to adjust their style to facilitate and influence their desired outcome.
  • Use active listening skills to build and maintain relationships with customers.
  • Use new questioning techniques to gather more useful, clear information from customers so they can most effectively solve their problems.
  • Manage customer perception of service through knowing their customer and clarifying their customers' needs and expectations.
  • Use influencing and negotiating skills internally/externally to creatively resolve their customers' problems.