Excellent customer service is so crucial in all successful organizations. Participants learn to effectively provide service and develop service behaviors in others. This course includes several interactive exercises in which participants apply skills learned in class.
- Discuss the basics of service standards, monitor service standards, and understand how management standards support exceptional customer service.
- Build customer service teams, select right employees through effective screening and interviews, provide training and empowerment, and motivate employees to maintain desirable behaviors.
- Understand their customers and how they measure service, develop loyalty in customers, understand how employee loyalty affects service, and create memorable service.
- Topic A: Customer service and customers
- Topic B: Customer interaction
- Topic C: Customer expectations
- Topic A: Attitude and attention
- Topic B: Quality of service
- Topic C: Problem resolution
- Topic A: Dissatisfied customers
- Topic B: Angry customers
- Topic C: Upset customers
- Topic D: Stress in service situations
- Topic A: Communication fundamentals
- Topic B: Interpersonal communication
- Topic C: Telephone skills
- Topic D: E-mail etiquette
- Topic A: Fundamentals of Service Standards
- Topic B: Monitoring Service Standards
- Topic C: Management and Service Standards
- Topic A: Teams as a Service Solution
- Topic B: Employee Selection
- Topic C: Team Training and Empowerment
- Topic D: Motivation
- Topic A: Understanding Your Customers
- Topic B: Customer Loyalty Development
- Topic C: Employee Loyalty
- Topic D: Memorable Service
Subject Matter Expert
with world-class experience in professional development
skills and leading edge technologies. These established
professionals collaborate to drive PPG's business forward
through entrepreneurial innovation, strategic
partnerships, brand management and sales growth.
Productivity Point Global, previously ExecuTrain of
Florida, began in 2003 and evolved out of a desire to
increase our outreach both nationally and
internationally. Utilizing the highest standard in
customer service combined with our subject matter experts
and high-end training venues, PPG has carved a niche by
consistently expanding our corporate and government
client base, originally hosted in the southeastern region
of the US.
By consistently setting quality as the benchmark of our
value system, PPG combines strategic partnerships and
cutting edge technology with our determined efforts to
branch out into other regions. PPG's combination of
technology and professional skills training, IT
outsourcing, and event hosting enables us to place a
focused emphasis on the diversified business needs of our
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