Customer Service
With a focus on creating an environment of hospitality, our customer service classes train employees on how to exceed expectations, provide service recovery and promote organization and brand loyalty.
Creating an Environment of Hospitality: In order to successfully service both internal and external customers, your organization must promote a culture of hospitality. This program examines the expectations your customers have of your staff and organization, and the dangers of providing inconsistent service. This class evaluates the “cycle of service” to understand the customer experience at your company. How does appearance and body language impact and influence the communication process? How do customer perceptions often become reality and influence their impression of your company? This program addresses these critical issues and offers a service recovery model that will assist your team in successfully resolving complaints and diffusing uncomfortable situations.
Delivering Superior Service: This customer service class takes the “environment of hospitality” one step further. When an organization wants to exceed expectations, it is no longer about delivering good customer service; it is about anticipating the customers’ needs and providing the “wow” factor that will keep customers coming back time after time. In an engaging setting, participants examine the industry standards for service and study guest expectations so that they may provide special touches for their customers at every turn. This class is part of an organizational development process that is designed to work on transforming a company’s view of service from executive level to point-of-service.
What Do You Say?: When the customer is standing right in front of you, it can be hard to remember exactly what to say! This class gives participants that exact opportunity by posing difficult questions of the service provider and finding out exactly what one should and shouldn’t say. Participants review what the customers’ experience might be like as they learn to empathize while providing top-notch service. Videos and role-plays are a large learning component of this class and each role-play is customized to reflect the specific industry and intricacies of the company.
