The Service Excellence Program is designed to develop employee service skills to ensure consistent service delivery to customers. It helps create a consistent service standard within your organization and provides employees with tools and techniques that help to build customer loyalty.

Program at a Glance

1. Customer Loyalty
   
   
   • Why customers leave us
     
   • Three factors that contribute to customer loyalty
     
     
2. Service Commitments
   
   
   • Importance of first impressions
     Three commitments that are basic to Service Excellence
     
     
3. Teamwork
   
   
   • Benefits of teamwork to:
     • You
       
     • Your team members
       
     • Your customers
   • Building customer loyalty through team effort
     
     
4. Communication
   
   
   • Elements of communication
     
   • Listening to determine the customer’s needs and expectations
     
     
5. Connections
   
   
   • “Moments of Truth” in a customer connection
     
   • Maximizing “Moments of Truth” with each customer
     
     
6. Challenges
   
   
   • Three types of difficult customers
     
   • 5-step communication process in pressure situations
     
   • Effective ways of dealing with customer concerns
     
     
7. WOW Them
   
   
   • Loyalty building
     
   • Going the extra mile

Who Should Attend

• Front line staff
  
• Supervisory staff
  
• Management

Session Details

• One (1) day session (7 hours)
  
• Between 15-20 participants
  
• Interactive format
  
• Take-away participant manual
  
• Certificate of Recognition, and lapel pin upon completion

Register today!