Training Programs

Exceeding Customer Expectations

Organizations that win in today's highly competitive marketplace know the importance of exceeding their customers' expectations and providing superior customer service. This workshop is aligned with the organization's mission and service standards are customized to meet the needs of the department and/or organization.

“Exceeding Customer Expectations” gives participants an opportunity to brainstorm about how the organization can implement new ways to provide exemplary customer service.

Available in Spanish

Topics Covered:

• Identifying Customer Needs
• Service Recovery/Problem Resolution
• Customer-focused Communication
• Handling Difficult Customers
• Asking the Right Questions
• Telephone/e-Mail Etiquette
• Working Together Internally
• Measuring Service Satisfaction

Length

Varies Based on Client Need

Audience

Managers or Employees

Methodology

Group Discussions, Exercises, Lecturettes, Videos and Workbook

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