Customer Service Training Programs

Customer Service Certification Series	Customer service and insuring that each customer is satisfied has never been more important. This six part series focuses on the advanced issues and skills associated with providing superior levels of service, measuring and evaluating service levels and creating an environment that is conducive to great customer service. Eighteen to Twenty one program hours in any format.
Customer Service Excellence	The secrets of Disney, Nordstrom's and Federal Express were not taught at Harvard! Winning in today's competitive environment requires that each business provide service levels beyond the expectations of their customers. This popular course will provide you with the winning edge in the battle to provide superior levels of service and have fun building partnerships with your customers. Any business or organization that values the relationships that they have with their most valued asset, their customers, will benefit greatly from the sills and topics covered in this program. The flagship program of customer service. All inclusive materials from telephone skills to building a service dominated culture. Nine to twelve program hours in any format.
Service Excellence-The Basics	Beginning the process of relating to customers, using professional courtesy and understanding the importance of service is the focus of this unit. Three to six program hours in any format.
Service Excellence-Telephone Skills	Setting the tone with incoming phone calls, correctly placing customers on hold, transferring calls without aggravation are the important skills for this unit. In the current business world, about 80% of all customer contact is done via the phone and each phone contact must be treated with respect and courtesy. Three to six program hours in any format.
Service Excellence-Personal Contact and Correspondence	Personal customer contact is becoming more rare and should be treated as a compliment from the customer. The use of an enthusiastic greeting, a handshake, eye contact and correct body language will insure the customer is comfortable and returns. Another important skill in this unit will be the construction of highly readable and effective customer letters. Three to six program hours in any format.
Service Excellence-Total Service and Winning Customers	Both Basic and advanced techniques will be used to make sure that customers are retained and become a huge force in marketing for a company or organization. Professional courtesy, dealing with difficult customers, matching needs and expectations and interpersonal communication skills will be covered. Three to six program hours in any format.
Service Excellence-Managing Service	From mission statement to company policies, from the chief executive through new hire training, service culture can be effectively built in any organization. Learn how to use non-passive and very effectively measurement tools for internal and external service levels. What does service cost and what is the return? Discover the organizational techniques to insure that quality service is cherished and rewarded. Starting with the mission statement and working through employee measurement, team member recruiting and compensation plans, all aspects related to building a customer driven culture will be discussed in detail. Determining the correct methods to measure and evaluate service levels is extremely important in the management of service resources. Incorrect measurements will cause overreaction to complaints and ignoring valuable but quiet customers. Six to nine program hours in any format.