Delivering the essentials of customer service is a skill in demand in today’s service-oriented society. Customers are demanding more of service providers and have higher expectations than ever before. Join this interactive workshop and learn the expectations of customers, how to respond to difficult customers and how to deliver service with dignity, fairness and respect.
Who should attend?
- All are welcome!
- People providing service to others
- People leading service representatives
Learning Objectives
- Identify customer expectations
- Utilize communication strategies to deal with difficult customers
- Explore best practices of delivering accessible service
Course Outline
- Introduction
- What is customer service?
- Customer expectations
- Telephone etiquette
- Dealing with difficult customers
- Accessible service
- Summary
Delivery Options
This workshop can be delivered virtually or in-person. It makes a great learning workshop for an organization’s professional development day, conference, or team-building event. It can be customized to meet your needs.
Duration: 3 hours
View the Events Calendar for dates. Don’t see a date scheduled? Get in touch with Carole at carole@spicerfacilitation.ca to schedule your workshop.
The statistics are in!
Globally, 54% of all consumers say that they have higher customer service expectations than they did just one year ago.
Microsoft
When asking consumers what impacts their level of trust with a company, offering excellent customer service ranked number one.
Dimensional Research
89% of consumers have switched to doing business with a competitor following a poor customer experience.
Harris Interactive
Attracting a new customer is 6-7 times more expensive than retaining a current one.
Kolsky
Friendly employees or customer service representatives are what make a memorable experience that causes consumers to stick with a brand, for 73% of customers.
Harris Interactive
View more statistics at Nextiva. Up your customer service essentials by being aware of what customers are saying!
Despite all the growth and change in the customer service realm, the golden rule still reigns supreme.
The customer is always right, even when they are wrong.
