STAFF DEVELOPMENT

Engaging & Retaining Customers

This course is designed to introduce participants to ten (10) customer service standards that are essential to meeting customer needs while ensuring positive “moments of truth” that cement customer loyalty. Scenarios are included to provide the opportunity to practice the standards. NOTE: This session can be delivered on site for your organization with customized content.

Length of Session: up to 3 hours

Target Audience: Customer Service providers and/or supervisors

What is included with the session?

  • Instruction by an expert facilitator and Customer Service professional

  • Small, interactive classes

  • Quick Reference Guide

At the end of this course, participants will be able to:

  • Describe the three (3) components of branding

  • Define “Moments of Truth” and their impact on customer loyalty

  • List the ten (10) Customer Service Standards and practice using them in various customer service scenarios

  • Explain effective phone etiquette when handling customer calls

  • · Moments of Truth

  • Item description

  • · Greetings

    · Personalizing the Call

    · Unavailable Colleagues

    · Transferring the Call

    · Putting Callers on Hold

    · Taking a Message