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Client Service Excellence

The ultimate goal of this Client Service Excellence program is increased customer loyalty and retention. To be successful in achieving this essential business goal requires the collaboration of the various organizational areas, including: senior management, the sales force, the marketing group, the production team, human resources, and all the way down to every single employee who might come into contact with a customer, either internal or external. Retaining clients is one of the biggest reasons that successful organizations remain successful. Every single person in your organization that comes in contact with an internal or an external customer is acting as an ambassador for you. The quality of each and every contact is essential in order to maintain and continue to demonstrate leadership to all of your clients.

This program looks at a successful customer service encounter from the point of view of understanding what 'client service excellence' really means - to both the organization and to its customers. Additionally, the participants will learn how their roles, attitudes and interactions ultimately shape the client's understanding and value assessment of the organization. To demonstrate the importance of each interaction, this program focuses on identifying and modeling a 'best practices' approach to managing different customer situations, including handling complaints effectively. The program will also look at how to motivate and maintain the morale of each customer service staff (and teams) while identifying ways to inspire others to deliver consistently high quality client service excellence. In addition, the overall communication process is explored in order to demonstrate the impacts of both positive and negative communication situations to clients.

Program topics covered:

  • Defining service excellence,
  • Face-to-face service excellence challenges,
  • Telephone service excellence challenges,
  • Dealing with difficult people,
  • Communication strategies for service excellence.

This program is custom-tailored to specific business environments.

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