Excellence In Customer Service
Delivering high quality customer service requires an organization-wide customer focus. The EPD Excellence in Customer Service© program is a custom-designed consulting, coaching and training program that provides leaders and employees with the skills and tools necessary to assist the organization's leaders to develop customer-focused goals and measurement systems, as well as training for all employees in continuous process improvement, customer focus and customer service.
Our recent certificate program included:
Customer Service Basics
- Personal Reactions to Change
- Identifying Internal/External Customers
- Accountability
- Service Recovery
Work Teams
- Team Dynamics
- How Attitudes Affect the Team
- Creating a Collaborative Environment
Communication Skills
- Active Listening
- Responding Appropriately to Difficult Behaviors & Situations with Customers
- Conflict Resolution
- Communication Etiquette
Participant Simulation: Customer Service Focus in an Environment of Change
- Identify behavioral responses during change or process improvement initiatives
- Recognize behavioral alternatives during those times of change
- Discover breakdowns in communication at your workplace
- Explain the perspective of a customer in terms of expectations and satisfaction