Excellence in Customer Service
Audience:	Customer service representatives.
Duration:	Three Days
Brief Description:	Using service values defined by the client organization, we customize this program to reflect the values and behaviors expected of employees.  The program includes audio taping each employee handling a service request.
Objectives:	Participants will be able to: Identify their communication style, the communication style of their listener and be able to adjust their style to facilitate and influence their desired outcome. Use active listening skills to build and maintain relationships with customers. Use new questioning techniques to gather more useful, clear information from customers so they can most effectively solve their problems. Manage customer perception of service through knowing their customer and clarifying their customers' needs and expectations. Use influencing and negotiating skills internally/externally to creatively resolve their customers' problems.