Training Course:
Customer Service Excellence™

Course Objectives:

In the 21st century, with competition increasing and price-conscious customers shopping the Internet to find low prices, customer service will be a decisive factor in determining who wins and keeps the customer. All other things being equal, it's the firm who provides the best customer service that will win! This course will prepare every participant to deliver customer-winning and customer-keeping customer services skills.

Who Should Attend:

Any person who serves a customer directly, or who serves someone who does, or who is a leader of anyone who falls into either of these two categories.

Course Summary:

The course is designed to instill a winning customer service culture in your organization. It delivers customer service skills and competencies that have been proven in the most important environment there is — the real-world, competitive business marketplace. These skills will help course participants deliver the kind of customer service that results in not just satisfied, but delighted customers who keep coming back, and who will sell your firm to others. At this course, participants will:

• Understand the importance of customer service to themselves and your organization, and the critical role they play in delivering winning customer service.

• Learn that it is less costly to retain an existing customer than to attract a new one.

• Learn to avoid customer-irritating behaviors and to practice effective behaviors.

• Learn to listen and communicate effectively with customers and teammates.

• Learn and practice problem solving skills that delight the customer and sell the company.

• Learn and practice laser-sharp customer focus at all times throughout your organization.

The course is taught by successful customer service professionals who also possess superior communication and presentation skills. They have taught more than 100 customer service courses throughout the U.S. This unique blend of hands-on customer service experience combined with strong teaching skills makes this course a valuable resource for your firm.

How Long/Where:

This 1 - 2 day course can be taught at BENATECH's headquarters or our client's site. Course length is determined by the needs of your organization.

Course Format:

The students learn through a variety of activities especially chosen to reinforce the principles being taught. These include:

• Class discussions
• Simulations
• Role Plays
• Case studies
• Personality Style Instruments
• Videos