This two-day course teaches a set of skills designed to improve customer interactions. In simplest terms, it outlines what it takes to partner with customers and improve both interpersonal and organizational effectiveness.

Want to improve your internal and external customer service? Want to create a culture of exceptional service? Could your teams be energized with a dose of practical and relevant skills and tools to help them serve customers well? As people gain greater access to information and skills that facilitate true partnership with customers, your organization becomes more effective and a more enjoyable place to work.

Topics Covered:

1. Creating a Healthy Partnership: How to swap buttons and banners for something of real substance.
2. Clarifying Our Customer Vision: What is our customer service mission?
3. Examining Best Practices: How to expand our customer service vision.
4. Gathering Data: How to learn what our customers really want.
5. Managing Expectations: How to jointly create clear and reasonable expectations.
6. Identifying and Removing Barriers: How to get to the root of our customer service problems.
7. Solving Problems Proactively: How to find a solution to the toughest of problems.
8. Improving Communications: How to explain complex procedures, clarify complicated processes and give clear directions.
9. Sharpening Our Listening Skills: How to understand our customers' point of view.
10. Establishing Common Courtesy: How to create a user-friendly environment.
11. Handling Emotionally Charged Situations: How to maintain respect – even when a customer gets angry.