Service Quality
AUDIENCE: All Employees
LENGTH: 1 Day
PURPOSE: The objectives of this conference are to prepare participants to meet the service quality expectations of clients and co-workers and to recognize opportunities for referral selling.
Participants will be able to:
- Establish rapport with clients and co-workers quickly
- Recognize and respond effectively to service quality "moments of opportunity"
- Communicate effectively with co-workers and clients
- Take action to prevent breakdowns in service quality
- Respond effectively to service complaints and irate clients
- Identify and respond appropriately to differences in the service expectations of individual clients and co-workers
- Deliver "extra care" service to high value clients
- Make referrals comfortably with confidence and client purpose
- Sustain energy and mental toughness to prevent service quality "burnout"
Methodology:
Your in-house trainers will conduct this training in small groups.