Having a Customer Service mindset means putting others before yourself. Putting others first requires re-ordering your priorities and taking care of another’s needs ahead of your own. This doesn’t sound fun.
The reward in placing yourself after others is in the value you get – from your own actions – and from the affirmations of those you’ve helped. Practice means improvement, and getting better at focusing on others means that you will develop a more keen emotional sense of what people need, expect, and want.
Customer Service is an organization’s ability to supply its customers’ wants and needs. Improved customer service skills are constantly and consistently exceeding the customers’ expectations.
Customer service class for industry professionals who want to maximize their efficiency, develop better customer skills, and increase their value. The focus of Improving Customer Service is to increase repeat business because of customer satisfaction and referral. Participants will find a greater level of productivity, job satisfaction and the potential for advancement. For client-facing service personnel, these areas of development will be very beneficial. Improved customer service skills means increased internal and external customer satisfaction.
Attendees will be able to:
In the Internal Customer Service Course, participants discover and internalize the basics of Customer Service, gaining understanding of how they provide this service to coworkers (internal customers). They identify and describe the value that they and their coworkers bring to the organization, which will positively shift how they perceive themselves and others.
Because of this session, attendees will find and implement new ways of communicating value to others, which will develop a praise-based workplace atmosphere, motivating leaders and staff alike. Finally, the group will share best practices to improve Internal Customer Service at the departmental and organizational levels.
This session uses the Building Excellence (BE) Survey, which identifies a combination of elements that affect how well each individual achieves and performs. Respondents glean vital insights about their strengths and productivity preferences useful in developing individualized solutions and concrete action plans to improve performance. Using the BE, staff and leaders develop new ways to assess individual productivity needs, respectfully advocate for learning and productivity preferences, develop self-leadership skills, and become more accountable and responsible.
Attendees will be able to:
Professional places of business are service providers for walk-in customers. These are enterprises like doctors’ and lawyers’ offices, stores, and even utilities.
All service providers face important challenges with their front-line staff. How a person is treated from entry to exit and beyond will affect how your business is perceived. It will also have a significant impact on the kind of recommendation that the customer will give to others.
Attendees will be able to:
Make the decision to Improve Customer Service skills. To provide the staff and customers of your organization maximum benefit, Improving Communications will conduct a start-to-finish Customer Service Audit of what it’s like to do business with your company and provide detailed feedback to improve the customer experience. This “mystery shopper approach” will give leadership a true picture of how the customer is treated and provide an appropriate roadmap for change.
The Customer Service Audit is (are) visit(s) and transaction(s) conducted with your enterprise followed with an anecdotal, written description of the experience from start to finish. In consultation with middle- and upper-management, the “as is” and “should be” of customer service is decided. Upon mutual agreement for the optimal customer service experience, Improving Communications tailors and delivers an Improving Customer Service program that builds on existing strengths and addresses deficiencies.
We will gather detailed data and report back on our experiences with:
Procedures
For triangulation of information, Improving Communications will send different mystery shoppers on multiple occasions.
Date(s), time(s), and location(s) of the targeted training will be based on results of the audit.
I couldn’t be more delighted! Working with Improving Communications and Rich Atkins has been a splendidly positive experience, where my expectations were exceeded. I unequivocally recommend Improving Communications to those interested in improving their written or verbal communication skills.
Leslie Budnick, Children’s Book Editor