Delivering Exceptional Service

Class Times: 8:30 a.m. - 12:00 p.m. (CT)

This blended learning plan includes:

Delivering Exceptional Service (Classroom Instruction, Half-Day)

This program will provide opportunities for you to put yourself in the shoes of a customer and inspire you to go the extra mile to deliver exceptional service. You will uncover the four unspoken customer needs and your role in fulfilling them.

Learning Objectives:

·      Review the four primary needs of customers.

·      Define behaviors and actions that create positive service experiences.

·      Identify the balance of task and relationship to deliver exceptional service.

·      Complete a customer service skills self-assessment.

Mastering Internal Customer Service (eLearning, 45 minutes)

Mastering internal customer service is essential to how we communicate, whether that is in person or email. You will learn how to build collaboration, earn the respect of your co-workers, increase awareness of style differences, and avoid creating barriers. These skills will help you create positive internal and external customer interactions.

Learning Objectives:

·      Six common actions that create barriers between work teams.

·      Actions that determine how we are perceived by internal customers.

·      Four quick and easy tips for building rapport with coworkers.

·      Eight ways to be more positive at work.

Who Should Attend: Employees at all levels and experience who are responsible for delivery of exceptional service to internal and external customers. Service crosses all industry lines including manufacturing, insurance, health care, sales, real estate, service, technical, and more.