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Climbing to the P.E.A.K. of CUSTOMER SERVICE

Who Should Attend?

Anyone dealing with customers in person, over the phone, as a customer service representatives, sales, also receptionists, secretaries, professionals, etc.

Program Goals

That you represent the entire organization when interacting with customers. How to deal with customer problems.  To appreciate that customer contact can be a win win situation. To see customer service as a long-term relationship with significant financial impact on the organization

Course Description

An interactive format is used to encourage discussion and reflection on

the level of customer service delivered by participants. Those attending

are asked to draw on their own experiences as providers of service, and as

customers, while learning key actions they can take to enhance customer

relations. Exercises are used to stimulate thinking and discussion.

Learn how to be a P.E.A.K. performer =

Professional, Efficient, Always Friendly and Knowledgeable.

Course Outline

  • What customers want & need
  • Why organizations lose customers / Cost of losing a customer
  • Customer service skills (self assessment)
  • Do’s & Don’ts of customer service
  • Importance of a positive attitude
  • How to add customer value to a transaction
  • Telephone techniques with customers
  • Four kinds of customers
  • Reflective Listening & the customer
  • Handling difficult, upset customers
  • How to get on the good side of the customer

Course Length

3-4 hours

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