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Customer
Satisfaction (CUS1)
May I (Really)
Help You?—Effective Customer Service
Good customer service is a vital competitive tool. In this workshop, we'll
define successful customer service and develop strategies and skills to
improve service performance. We'll explore specific service-related scenarios
and discuss:
• Developing the human-relations skills of sensitivity, sincerity
and attitude
• Making customer satisfaction your goal
• Choosing the right words when talking with customers
• Seeing the situation from the customer's point of view
Customer Satisfaction (CUS2)
A Good Connection—Winning Telephone Techniques
Applying good customer service strategies to telephone conversations
is a key element in the success of many organizations. In this workshop,
we'll provide telephone tips and techniques that will help your company
exceed the expectations of your customers. Topics include:
• Understanding the customer's point of view
• Developing the characteristics of quality customer service
• Understanding the role of the telephone in the business environment
• Exploring specific phone techniques as customer service tools
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