Making customer service excellence a priority
It's obvious that without customers, you won't be in business. Despite this fact, it's not always easy to attract and keep customers. This session is for you if you’ve decided to make customer service excellence a priority regardless of your industry or whether you’re in sales, client service or working on the front-line.
Participants will learn what customers value most, how to set customer relationship expectations and ways to build rapport and long-lasting trust with customers.
Mastering the basic competencies of customer service
When was the last time your front line employees were trained in the basic skills needed to work with customers? Whether you are seasoned or less experienced in your interaction with customers, it never hurts to refresh or learn the basic competencies of customer service.
Participants will develop a thorough understanding of how to effectively communicate with customers by listening, responding versus reacting, asking questions and empathizing.
This session will explore how we can look at mistakes, problems and difficulties as customer service opportunities, and cover the key aspects of customer care: prompt service, keeping promises, efficiency and demonstrating a sense of urgency.
"Julie was amazing. Her high energy level, comprehensive knowledge on the subject and down to earth approach brought this book to life for us. Her great sense of humor and timing drove home the points, ones we still remember.
The success of her program is proven by the longevity of the message. After six months we are still talking about it, and we are seeing the results as we implement her strategies. I highly recommend Julie and look forward to her next book.”
— Nancy Anton
Talent Acquisitions
Manager
Legrand NA
