Welcome! I’m your customer. I may be the kind of customer who cannot offer you money or rewards for the services you provide. (Internal customer)  I often have the power to affect the level of stress or joy you experience in your daily work activities. We have a relationship that can be mutually agreeable and productive. The good news is that you have choices and the power to handle me effectively.

Customer service is enhanced through more effective listening, balancing the way we deliver our service and the high quality of the service itself, and recognizing our own responsibility for creating positive interactions. 

This program will provide the tools and skills that will help your people:

• To recognize the customer, both internal and external
• To interact with every customer in the most productive way
• To either avoid or diffuse anger or upset in customer interactions
• To create a level of service that leaves both you and the customer feeling more than satisfied.

Benefits to you and your people:

• More confidence that they can take care of an angry or upset customer
• Less stress
• Better Listening!
• More willingness to accept responsibility to solve problems within their scope of competence
• Ability to deliver information - even when the answer is “no” - in a way that respects the needs of the customer

This one-day workshop is recommended for both managers/supervisors and team members. When team members share the same concepts and language skills, Service Excellence will become their Standard.

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