Customer Service Excellence - Workshop
This workshop is a one-day Customer Service Excellence training program designed to support increased customer loyalty and long term client retention. For an organization to be successful it requires that everyone recognize the importance of customer service, what it means and how it should be delivered. Retaining clients is one the biggest reasons why successful organizations remain successful. Everyone in your organization who comes in contact with an internal or external customer acts as an ambassador for your organization and the quality of their interaction determines if the client remains for the long term.
This Customer Service Excellence program looks at a customer service encounter from the point of view of what 'customer service excellence' is all about. Participants will learn how their roles, attitudes and interactions ultimately shape the client's understanding and value assessment of the organization.
This program focuses on identifying and modeling customer service from a 'best practices' standpoint. It will also look at how to motivate and maintain the morale of customer service staff (and teams) while inspiring others to deliver consistently high quality service excellence.
This workshop has a maximum seating limit of 16 participants.
Topics covered in this workshop include:
- Defining service excellence,
- Face-to-face service excellence strategies,
- Telephone service excellence strategies,
- Dealing with difficult people and service excellence,
- Communication and service excellence.
Learning outcomes for this workshop include:
- Understanding the fundamentals of service excellence,
- Developing confidence and assertiveness for service excellence,
- Understanding how to deal effectively with customers on the phone and face-to-face,
- Knowing how to deal with difficult customer service situations.
Co-Sponsor:
Seneca College, Faculty of Continuing Education and Training
Workshop Details
Date:
Friday, November 28, 2008
(9:00 am to 4:30 pm)
Location:
Gaski Training Centre
7181 Woodbine Ave., Suite 103
(Steeles Ave & Woodbine Ave)
Markham, Ontario
Registration Fee:
$295 per person
(by November 14, 2008)
$395 per person
(after November 14, 2008)
Space is limited, reserve your space today. (Max. 16 participants)
Who should attend:
This program is a valuable for those looking to learn how to build their customer service skills, knowledge and ability. It is ideal for all staff, salespeople, managers, and supervisors within an organization.