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Customer Service - How to Stand out from the Competition - Course Information
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Name: Customer Service - How to Stand out from the Competition
Category: Business Soft Skills
Length (Days): 1
Course Price (CAD): 395
Description:
Your business relies on its customers. Unfortunately, so does everyone else’s business. Thus, the competition for your
customer’s loyalty is fierce. In your customer’s mind, how can you differentiate yourself from the crowd of similar businesses out there. What does it take to gain their trust, and loyalty. How can you turn your customer’s service from an average experience to an exceptional one.

Upon successful completion of this course, participants will know how to:
- Identify ways to establish links between excellent customer service and business practices
- Develop the essential skills that create a manager who focuses on customer service excellence
- Recognize what it takes to get employees fully engaged
- Recognize who their customers are and what they are looking for
- Develop strategies for creating engaged employees and satisfied customers
Prerequisites:
There are no prerequisites for this course.

Please note that, due to the nature of the program, this class is subject to minimum numbers. Please contact us directly at 403-265-1150 if you have any questions.
Outline:
Introduction and Course Overview
You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

What is Customer Service?
This session will get participants thinking about the information to be covered during the workshop.

Who Are Your Customers?
In most organizations and agencies, customers take two forms: internal and external. This session will look at both types of customers.

Meeting Expectations
This session will focus on the four critical areas that customers have expectations for.

Presenting Yourself Properly
Using individual testing, participants will take a look at the impression they give customers and ways they can improve.

Standards
Participants will participate in a brief lecture about standards, and then they will develop a set of standards for the four key components of customer service.

Communication
This session will focus on communication barriers and how we can overcome them.


Dealing with Challenges
There are many types of unexpected challenges that we can encounter every day. Participants will work in groups to develop responses to some of these issues.

Increasing Your Assertiveness
We will explore an easy four-step formula that will help you communicate more effectively and assertively.

Dealing with Difficult People
This session will give participants an opportunity to understand difficult behavior, identify some coping strategies, and discuss the difficult person they find most trying.

Dealing with Conflict
We will examine five ways to deal with conflict.

The Problem Solving Process
We will look at a six step plan for solving problems. Then, participants will apply the plan to a case study.

Seven Steps to Customer Problem Solving
We will look at a plan designed specifically for solving customer service problems. Then, participants will practice using the plan in a role play.

The Recovery Process
During this session, we will look at a six-step process that you can use to turn customers around.

Eliminating Customer Service Problems
Wouldn’t it be great if you never had to deal with an upset customer again? This session will examine some ways that you can reduce customer service issues.

Service PRIDE is a Team Effort
This session will look at five things that the company as a team can do to improve customer service.

Doing Your Part
This session will help participants identify ways that they can make a personal contribution to successful customer service.

Dealing with Stress
This session will offer some quick, easy ways to de-stress in any place, at any time.

Workshop Wrap-Up
At the end of the day, students will have an opportunity to ask questions and fill out an action plan.
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