Customer Service Essentials
@the Simpson College West Des Moines Campus
1415 28th St #250, West Des Moines, IA 50266
Beyond the helpful smile, gain specific, tactical ways to raise your customer service game to excellent, and keep your customers coming back for more (and bringing their friends!).
Would your customers travel an extra mile or spend an extra dollar to work with you instead of your competitors? Do they refer their friends and colleagues to you? Would it take a lot for them to leave you as their provider? One way to ensure a resounding “yes” to all of these questions is to put the customer first in all that you do. Treat customer service as more than just lip service. Live it, breathe it, demonstrate it.
So what exactly does that mean? In this half-day session, participants will have a chance to reflect on their customers (both internal and external) and explore a handful of ways to demonstrate excellence in customer service, starting right now. We’ll take a look at some of the most common ways customers reach out (walk-in, inbound call, inbound email) and what excellent service looks like in each of those, plus some of the most common moments to reach out to customers (sales cycle, implementation, follow-up, billing, service, check-in) and what excellent customer service looks like in each of those. We’ll practice effective customer service through skill practices, situations simulations, individual reflection, and small group activities around customer service. And we’ll end the session with a look at four simple ways to delight our customers.
- – Reflect on and refine expectations about customer service for their own organization.
- – Consider key customer interactions and how to make them great for the customer.
- – Practice demonstrating customer service in simulated activities
- – Engage with four simple and easy-to-remember acronyms to help delight your customers.