Service Quality

AUDIENCE: All Employees

LENGTH: The objectives of this conference are to prepare participants to meet the service quality expectations of customers and co-workers and to recognize opportunities for referral selling.

Participants will be able to:

  • Establish rapport with customers and co-workers quickly
  • Recognize and respond effectively to service quality "moments of opportunity"
  • Communicate effectively with co-workers and customers
  • Take action to prevent breakdowns in service quality
  • Respond effectively to service complaints and irate customers
  • Identify and respond appropriately to differences in the service expectations of individual customers and co-workers
  • Deliver "extra care" service to high value customers
  • Make referrals comfortably with confidence and customer purpose
  • Sustain energy and mental toughness to prevent service quality "burnout"

Methodology:

Your in-house trainers will conduct this training in small groups.