Wednesday, October 1, 2008, 8:00 a.m. - 5:00 p.m.
and
Thursday, October 2, 2008, 8:00 a.m. - 5:00 p.m.

Front Line Customer Service Providers

All Employees

Creating Stellar Customer Relations

Creating Stellar Customer Relations is a two-day, facilitator-led training program for frontline service providers.  The goal of the program is to help participants develop the mindset and skills of stellar service providers by identifying and applying behaviors that build strong customer relationships. This two-day training program includes 4 four-hour modules:

Reaching For Stellar Service: Reaching for Stellar Service provides the framework for the workshop and helps participants understand the role of the frontline service provider in delivering stellar service.  Participants focus on using four key service qualities (seamless, trustworthy, attentive, and resourceful) to evaluation and improve the service they deliver.

Caring For Customers: Caring for Customers focuses on basic skills and techniques that help service providers meet customer’s needs in the human dimension.  These skills and techniques are based on the two principles of attentive, caring service: demonstrating your interest in and concern for customers and communicating the customer’s value to your organization.

Healing Customer Relationships: Healing Customer Relationships focuses on skills that help service providers serve customers who are angry or upset as the result of a service breakdown.  Participants learn and apply the HEAL process for service recovery: Hear out the customer, Ease the tension, Act to improve the situation, and Leave a positive impression.

Dazzling Your Customers: Dazzling Your Customers explores how to surprise customers with pleasing and unanticipated “extras.”  It focuses on applying three steps: spotting an opportunity to dazzle, considering the possibilities, and offering the dazzling action.