This highly interactive one-day workshop is designed to show front-line employees how they can personally make a difference providing quality service to both internal and external customers. Participants gain an understanding of how service excellence impacts a company's bottom line, and explore both the attitudes and skills needed to achieve consistently superior service. This workshop is customized to address the situations faced in your company by your employees so that participants can immediately put the concepts discussed to work in their environment.

Topics Covered:

• The financial impact of superior service
• Understanding customers' needs and expectations
• How customers evaluate service through both process and outcome
• Creating a seamless cycle of service within each work team
• Identifying possible roadblocks to good service
• Damage Control: providing creative solutions to potential roadblocks
• Recognizing customers' "moments of truth"
• The power of teamwork
• Effective communication skills: listening and questioning
• Reading non-verbal messages
• Dealing with complaints
• Managing angry or hostile behavior
• Solving customer problems
• Creating a "pocket of excellence"

Workshop Format:

• Pre-workshop process includes research of service cycles, current issues and desired outcomes; development of customized exercises and case studies.
  
• One-day workshop is facilitator-led with emphasis on team activities designed to enhance both internal and external customer interactions.
  
• Participant feedback and facilitator's recommendations are provided to management, with optional follow-up coaching available.