Delivering Exceptional Customer Service

This course provides a review of the importance and benefits of providing exceptional customer service. Participants will identify their external customers and discuss their service expectations. An optional facilitated discussion will help participants to identify ways to solve current customer service problems and gain initial agreement on service standards. Tools and techniques taught and experienced will include telephone and face to face customer service skills with prospective and existing clients, including listening skills, questioning skills, effective use of words, vocal tone and body language

This program supports participants ability to:

• • Determine how exceptional customer service benefits themselves, their customer and the company in quantifiable terms.
  • Identify their external customers, their expectations and ways to exceed them.
  • Define practices that make up exceptional customer service for their area.
  • Identify and solve current customer service problems.
  • Deliver exceptional customer service both over the phone and in person