Workshop Format: 1- or 2-Day

Do you have a fun, service-oriented workplace? Does your commitment to exceptional service extend to your employees and your customers?

Course Description: This workshop is designed to help you recruit and train a winning, effective, and upbeat team, maximize customer contact skills, handle upset customers and control stress, effectively manage problem situations, create can-do attitudes, and anticipate and exceed customer needs.

"You took the city through a process that enabled us to identify and appreciate our varied interpersonal styles. You also helped us establish ground rules and problem solving skills that have made us a stronger team. Your efforts have been so positive that the City has added your program to our required training program citywide."

—Charlotte Ennis
Community Development
City of Reno

Participants will Learn to Effectively:

• Cultivate the service attitude
• Maximize customer contact skills
• Handle upset customers and stress
• Maximize the moments of truth in service
• Control problem situations
• Create can-do attitudes
• Anticipate and exceed customer needs

Topics to be Addressed:

• Customer service goals and definition
• Ten principles of service
• Poor verses great service: Four basic needs
• Procedural-personal model
• DISC communication styles
• How behaviors impact service
• Listening and summarizing with empathy
• Calming language and dealing with anger

"The way employees interact with customers has vastly improved as a result of your sessions."

—Pat Ackley
Training Director, City of Fremont, CA

"Your presentation on 'Customer Service' was exceptional in motivating our representatives to focus on excellence and quality with our customers."

—Peter Melhus
Manager
Pacific Gas & Electric

"I can't tell you how impressed I was with your presentation. You worked all the points we discussed regarding our current problems and needs into your program."

—David Miller
VP Sales
Shiseido Cosmetics

Contact us now:
info@theconsultingteam.com
650.965.3663