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Course Description

The purpose of this course is to present guidelines which will enable participants to master speci?c customer service skills and behaviors during face-to-face encounters, enhancing a customer’s positive image of the company. Information presented in this course will focus on the following areas:

BUILDING RAPPORT FOR PERSONALIZED SERVICE

  • Discusses methods for creating positive ?rst impressions and examines reality versus perceptions in customer interactions

MANAGING MOMENTS OF TRUTH

  • Defines Moments of Truth and introduces the concepts and tools to successfully manage them

SERVICE IN ACTION

  • Consists of scenarios and role-plays intended for participants to practice the techniques and models introduced in the first two sections

SERVICE GOALS AND PERSONAL ACTION PLAN

  • Designed to help participants create service goals and develop a personalized action plan to enable them to accomplish their goals

COURSE OBJECTIVES

  • Identify and use methods for establishing and building a positive personal service image
  • Use a structured approach to manage customer interactions
  • Use communication techniques to build rapport with customers and create positive impressions
  • Develop personal service goals and a personalized action plan
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