Customer Service Excellence

Leveraging untapped potential for better results.

Our Customer Service Excellence programs help clients grow revenues and profits through the promotion of long-term customer loyalty. The primary emphasis is to help customer service and support personnel understand the factors that contribute to customer satisfaction and implement specific techniques to build satisfaction and loyalty.

We deliver Customer Service Excellence programs to:

  • Customer Service Representatives
  • Customer support
  • Post-sales Technical Support
  • Field Service technicians

Each Customer Service Excellence program is customized to the client’s unique needs. While specific learning outcomes will depend on the program requirements, participants will apply the knowledge gained to help them:

  • Respond more effectively to a customer’s emotional state to defuse anger and deal more effectively with “difficult” people.
  • Implement empathy and trust building skills to develop greater understanding for customers and their issues, and gain more cooperation.
  • Develop more effective listening and communication skills to better manage customer dialogues and avoid misunderstandings.
  • Explain obligations and entitlements to resolve issues satisfactorily.
  • Cope with job-related stress and maintain a positive attitude. 

Click to download a PDF file with a more detailed description.