Delivering Superior Customer Service

10 South Second Street,Reading PA 19601

06 April, 2023

Description

Highly functioning Customer Service teams are viewed by their customers as partners, not simply suppliers. The ability to effectively represent your company to the customer and the customer to your company is a competitive differentiator that requires skilled and aligned customer service team members.Focus Areas Managing dual roles: Representing the customer to your company, and Representing your company to the customerDetermining Customer Wants vs. Needs Balancing a Customer vs. Product FocusInteracting with Different Customer Personality TypesKnowing Your Customer’s BusinessCommunicating Effectively: Communication Types, Communication Model, and Listening Skills and BlocksHandling Non-Standard and Out of Scope Requests Dealing with Difficult Customer SituationsManaging Time and Tasks in a Customer Service EnvironmentAnalyzing a Customer SWOTWorkshop Series DatesThursday March 9, 2023Thursday, April 6, 2023Thursday, May 11, 2023Thursday, June 8, 2023All sessions are from 8:30 a.m. - 3:30 a.m. in the Schmidt Training and Technology Center. Lunch will be provided.