Purpose:		To teach the participants the processes required to successfully interact with their customers and to take the initiative to develop and maintain positive relationships with each customer contact.
Duration:		1 Full Training Day or 2 Days of Four hours each
Overview:		An interactive session designed to discuss and develop the key processes that lead to establishing and maintaining successful customer partnerships. Participants will discuss how customer behavior impacts the organization and learn to improve their interpersonal communication skills and strengthening customer relationships. The workshop will present real life situations and case studies as well as promote discussions and assign role play of various customer service scenarios.
Audience:		Any organizational employee, organizational group, or project team
Delivery:		Consultant Led
Materials:		Participants will receive a workbook “Customer Service Excellence” that includes the course content as well as a course evaluation form
Key Outcomes:		A fully developed training course which includes process and guidelines for improving and successfully implementing excellent Customer Service Skills and includes the following key points: Considering the level of service from the customer’s point of view Understanding what makes a customer dissatisfied or angry Handling difficult customers Effectively managing customer complains Changing angry customers into Loyal customers