Originally Aired - Wednesday, February 19 • 8:00 AM - 9:00 AM
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Location: Rm130
In today’s competitive marketplace, excellent customer service is a critical component of business success. This session is designed to empower business leaders, customer service managers, and frontline staff with the skills and insights needed to deliver outstanding service experiences. Attendees will leave with a toolkit of strategies and skills to enhance their customer service delivery, drive business growth, and build a loyal customer base. Whether you are looking to refine your existing customer service strategies or build a new framework from scratch, this session will offer deep insights and actionable solutions to help you harness the power of excellent customer service.
After this session, attendees will be able to:
1. Service Excellence Standards: Apply key standards of service excellence, including benchmarks for quality, response times, and consistency, and how to maintain these standards even during peak times or crisis situations.
2. Effective Communication Skills: Master the art of communication with customers, including verbal and non-verbal cues, tone of voice, and clarity. We’ll delve into how effective communication can resolve conflicts, build trust, and enhance customer satisfaction.
3. Building a Customer-Centric Culture: Foster a culture that prioritizes customer service across all levels of your organization. We’ll discuss training techniques, motivational strategies, and leadership practices that inspire teams to deliver their best.
4. Measuring and Improving Service Quality: Effectively measure customer service performance using feedback, surveys, and key performance indicators. We’ll discuss how to analyze this data to continuously improve service quality.
Level: Intermediate
Type: 60-Minute Education Session
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