COURSE DESIGN
• One and/or two day workshops.
• Highly interactive, with group discussion,
role plays, self-assessments and group learning
activities.
• The training workshop will be customized
to your business and industry.
• Plus, we use scenarios your employees
encounter on a day-to-day basis.
KEY TOPICS & BENEFITS (customized to your business and industry)
• Benefits of excellent customer service
• Identify ways to improve customer service
• Financial rationale of excellent customer service
• Clarify individual’s role in customer service
• Understand the importance of attitude
• Establish a powerful first impression
• Gaining customer trust and rapport
• Telephone etiquette
• Listening skills
• Dealing successfully with difficult customers
• Defusing angry and abusive customers
• Resolving complaints and turning them into increased business
• Creating customer loyalty to ensure repeat business
• Handling emotions on the job and reducing stress and anxiety
• Identify internal problems which cost customer loyalty

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Please note:
Workshops can also be customized specific
to front line and administrative staff and/or
managers and supervisors.

For more information or an estimate on a
customized training workshop call
605-341-5226 or email today!