Customer Service Institute
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GOOD SERVICE IS NO LONGER GOOD ENOUGH………………
Competition for customers is becoming a fiercely contested battleground. Few organizations will be able to
remain competitive by merely having "a better mousetrap". Most will require an improved approach to
delivering customer satisfaction, even when everything goes wrong. As a result, Customer Service will be
the defining issue for attracting and retaining customers. This remains true regardless of your role or
responsibilities in an organization.
You may be a manager of a customer service department, supervising people who interact with customers
to help them solve problems. Or you may be a general manager who is concerned with growing your
division or company and you want to know more about building long-term relationships with your
customers. Or you may be a customer service representative who wants to better understand your role
and what you can do to perform your job better. Whoever you are, you will find a seminar here to help you
improve how you, your staff, and your organization perform in the crucial area of customer service.
The seminars listed below were developed to meet this increasing need. Peruse our current offerings, but
feel free to suggest a modification or a new topic.
CUSTOMER SERVICE SEMINARS
Each seminar is a 2-3 hour discussion of ‘best practices’, including case studies, role play, and extended
Q & A. Participants will be encouraged to present challenges and issues they confront and explore various
options available for resolution.
Each seminar,all materials included, is priced at $2195. Travel, and lodging
(if necessary) are additional.
Click Title For Seminar Description
HOW TO DELIVER WORLD CLASS CUSTOMER SERVICE
The Top 10 Practices Of Exceptional Service
It is vital that everyone understands the connection between exceptional customer service and
organization performance. All too frequently customers are treated as ‘disposable’ and their concerns
given little real attention. Many times managers are not even made aware of these issues or their
prevalence. The fact is that being more concerned with profit, procedure, or convenience is at the heart of
many problems for organizations. Customer service is not simply about how you handle a customer
transaction. It’s about a relationship with people who are an essential part of evrything you do.
Are you underwhelmed by all the mail, calls or comments you receive for providing great customer
service? Do some small issues fester and grow increasingly worse due to ineffective handling of a
customer concern? How significant are these shortcomings? The good news is that you are not alone and
many others have developed proactive solutions to these problems. This session will review many of
This seminar will cover: What the customer expects when things go wrong; How to manage the
customer’s experience; How to deliver great customer service on the telephone; Tips for calming upset
customers. We will also cover The Top 10 Common Mistakes Front Line Staff Make With Customers (and
what you can do to prevent them).
HOW TO DEFUSE ANGER (AND CALM PEOPLE DOWN)
Learning To Work Difficult People!
As troublesome as conflicts can be to confront from time to time, they are invaluable in identifying issues
in need of resolution. Most problems result not from the conflict itself, but from the way they’re handled. It
takes capable people to recognize conflicts before they become unmanageable and avoid or neutralize it
in a preemptive fashion. Being able to analyze and manage such interactions is an essential skill when
dealing with people.
This seminar will cover: Types of conflicts; 11 Types of difficult people; How to give positive feedback; and
Ways to resolve, reduce, and avoid conflicts.
HOW TO WIN ON THE PHONE
Problem Solving For Front Line Telephone Staff
The telephone is a necessity and a convenience for almost any business or organization. But it can also
be handicap. It limits the effective use of facial expressions, gestures, and other body language to facilitate
understanding. We often overlook the fact that using the phone to deal with complex or stressful matters
requires more, not less, effort. And you are at a severe disadvantage in presenting a compelling case
under these circumstances. This workshop will help you compensate for the inherent handicap built into
communication by phone.
This seminar will cover: Problem solving tips for phone staff; Getting through to anyone on the phone;
Creating and using scripts; Nailing down a deal on the phone; Handling objections: and more…
THE ART OF DELEGATION: WHAT SUPERVISORS SHOULD KNOW
Authority As Well As Responsibility Must Be Shared!
Beware of spreading yourself too thin. There is only so much any group leader can do or say. Perhaps the
biggest problem supervisors face is not delegating effectively. Delegation of authority (not merely
responsibility!) is one of a leader’s most precious rights. Not only does it relieve you of the tension of
multiple demands on your time, it also provides constructive use of people who, frequently, are waiting to
be called into useful service.
This seminar will cover: When to delegate and when not to; Coaching and mentoring group members;
How to delegate; Rules for effective delegation; How To challenge and support subordinates; Reasons
why delegation fails; How To recognize people with potential; How to discipline effectively; 30 Tips on
See Leadership Workshops Listing
can be designed to address issues of particular concern to your organization.
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