Workshops

GOLDCORE Business Concepts LLC

Helping Transform Your Business for High Performance Results

Workshops

Blog: Customer Service - A Way to Weather Today's Economic Storm

WHEN:
Thursday

October 16, 2008

9:00 a.m.-1:00 p.m.

WHERE:
GNFCC Executive Conference Room (Directions)

COST:
$325*

Note: Special pricing for GNFCC & Cumming-Forsyth CC members

Includes a continental breakfast.

To REGISTER, click here

CUSTOMER SERVICE EXCELLENCE:

A Strategic Advantage

(Part of the COMPASS program, a leadership and management development program.)
Click here for full program details.

"The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer." Peter Drucker

Truly successful companies always keep in mind that the customer is the most important person in any business and they strive to create not just customer satisfaction, but customer loyalty.

This 1/2 day workshop will cover the following:

Part 1: Defining a Vision of Customer Service

Asses your individual customer service orientation.

Develop a personal vision statement for customer service delivery.

Discuss the impact of changes in the global marketplace on customer service.

Part 2: Discovering Customer Expectations

Identify customer expectations.

Define customer alignment and ways to achieve it.

Describe the difference between customer satisfaction and customer loyalty.

Part 3: Recognizing the Customer Experience

Grade customer service using a customer scorecard.

Track a cycle of service.

Identify strategies for dealing with difficult customers.

Recognize the importance of continuous improvement in customer service delivery.

Part 4: Enhancing Customer Service Skills

Develop an Action Plan and identify priority actions for customer service improvement in the role that you play in your organization.

Complete a Performance Plan that allows you to use the knowledge and skills developed in this module in your professional growth and development.

This workshop module is targeted toward anyone who wants to take his or her customer service skills, whether serving external or internal customers, to the next level. It is designed to help participants develop an understanding of customer service as a strategic business advantage.

High-performance organizations of the 21st century emphasize the importance of:

Listening to their customers.

Acting on customers' needs

Gaining a strategic advantage with excellent customer service.

Customer service is a complex, multidimensional topic that should be a foremost consideration for every person in the organization.