Delivering Superior Customer Service

10 South Second Street,Reading PA 19601

15 June, 2022

Description

This 6-hour workshop provides best practice skills and tools to enable your business teams to deliver superior service. 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 > Representing your company to the customer > Determining Customer Wants vs. Needs > Balancing a Customer vs. Product Focus > Interacting with Different Customer Personality Types > Knowing Your Customer’s Business > Communicating Effectively: > Communication Types > Communication Model > Listening Skills and Blocks > Handling Non-Standard and Out of Scope Requests > Dealing with Difficult Customer Situations > Managing Time and Tasks in a Customer Service Environment > Analyzing a Customer SWOT Jack Tongue is a learning & development leader with over 30 years’ experience in the creation, development, and delivery of training solutions. He has managed training programs for a broad range of technology and transportation companies including Penske Truck Leasing and Lucent Technologies.