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Customer
Service Seminars and Training
Bridging the gap between customer expectations and the
service you deliver is the role of customer service training programs by
Soaring Eagle Enterprises. From the most basic elements of courtesy
through advanced studies of measuring service and the return on service
investment, Soaring Eagle Enterprises is the leader in customer
service programs for all types and sizes of organizations.
The fully customized programs available
include:
Telephone Skills
Personal Customer Contact
Written Correspondence
Dealing with Difficult Customers
Internal Service Excellence
Winning Customers for Life
Measuring Service and Service ROI
Building Service Culture
Basic Professional Behavior and Appearance
Leading a Customer Driven Team
Providing Superior Customer Service
All
programs are packed with practical skills that can be implemented
immediately. Skills that are proven winners and not just theory.
Don’t lose another customer or risk what your customers might say to their
friends and neighbors. Call Soaring Eagle
Enterprises today to see how your customer
contact team can be energized and recharged.
All of the customer service programs are available in
keynote, 2 hour, 4 hour and full day formats.
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Customer
Service Certification Series
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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.
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Customer Service Excellence
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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.
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Service
Excellence-The Basics
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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. |
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Service
Excellence-Telephone Skills
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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.
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Service
Excellence-Personal Contact and Correspondence
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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.
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Service
Excellence-Total Service and Winning Customers
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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.
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Service
Excellence-Managing Service
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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.
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