Employees have the opportunity to transform a customer’s perception from disappointment to joy. By ensuring your employees are highly engaged in their roles, they will make every effort to provide quality service and customer experience.

Learning Objectives:

  • Employ tools to hire the right people for your organization
  • Utilize standards listed in each job description so all candidates and employees know what is expected
  • Recognize ways to treat your employees the way you want your customers to be treated, because happy employees will lead to happy customers
  • Identify how to focus on making the best first impression
  • Give your employees the opportunity to be an expert on your products or services, provide them the tools to know the business
  • Recognize ways to make customers feel welcome, valued, and appreciated
  • Communicate clearly and positively with all customers
  • Demonstrate a complete understanding of the customer’s needs
  • Examine how to not over-promise on things that can’t be delivered but do offer alternatives
  • Demonstrate how to be memorable for the right reasons
  • Explain how to show respect for co-workers and customers
  • Recognize proper body language and non-verbal communication.
  • Explain how to be responsive and seek feedback
  • Recognize how to set customer service standards by defining your company standards
  • Demonstrate how to be concise and specific about what you expect from your employees based on your customer clientele requirements
  • Recall how to be proactive, don’t wait until a customer requests something, anticipate their needs
  • Recall how to admit when an error or mistake has occurred, apologize and work to make corrections
  • Demonstrate how to go the extra mile to create a lasting impression

How You Will Benefit:

  • Participants will learn how to give and receive compliments from customers
  • Learn how to handle complaints and concerns
  • Learn how to make customer service of your organization’s culture from recruitment to retirement

Who Should Attend:

  • Anyone that has internal and external customers

Course Duration: 8 hours

CEUs: .75

Course Information



This course does not have any sections.


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