CUSTOMER SERVICE

Customer Service is an organization's ability to meet its customers' wants and needs.

Improved Customer Service means constantly and consistently exceeding customer expectations.

Improving Customer Service 8-hour session Purpose: Enables staff in customer service roles to meet and exceed the needs of clients, generating more sales. Identify Customers and their Characteristics Define Customer Service Incorporate the Hallmarks of Customer Service Communicate for Success Answer Questions Diplomatically Educate Customers Solve Problems Deal with Difficult Customers Reduce Personal Stress

Improving Customer Service for Professional Offices Four 1-hour sessions Purpose: Increase client satisfaction Increase customer retention/decrease client loss Increase customer service provider satisfaction Session 1 - Office Personality Effects of attitudes on customer service Client perspectives and perceptions Branding-company persona as shared responsibility Session 2 - Greeting Clients Importance of empathy Discussing payment terms Client-centered values Session 3 - Office Etiquette Value of precise communication Principles of effective communication Forms - “the clipboard” as tool of connection not isolation Cross-selling Session 4 - Follow up Follow up and follow through Completing communications Ensure that your clients are your best advertisement

Improving INTERNAL Customer Service Purpose: To achieve the best possible relationships with all people in an organization by approaching with a "service first" attitude. Increase awareness of Internal Customer Service Learn about the individual values that comprise the organization Create and commit to an Internal Customer Service Plan Develop an Organizational/Division Charter Share best practices with others in the organization