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National Customer Service Association
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Education and Training :: Customer Service

 

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Customer Service

“There are no traffic jams along the extra mile.”
- Roger Staubach

 

This two-day multifaceted workshop is the NCSA’s most comprehensive customer service training program. The course incorporates all aspects of Excellence in Service, empowering participants to forge lasting and beneficial customer relationships. Course materials are designed to provide participants maximum understanding of the critical elements of service while identifying both individual and organizational customer service improvement opportunities.

Participants learn to shape customer focus into a streamlined extra mile approach:


  • Identify what constitutes Excellence in Customer Service and identify the current state of their service cultureboth individually and organizationally.

  • Gain a functional understanding of what drives customer behaviors and how that information can impact the delivery of world class service.

  • Learn that communication is far more than just talking and listening and how we can build on these skills to strengthen overall customer satisfaction.

  • Understand the critical elements required to effectively build long-term, positive relationships that lead to customer loyalty.

  • Learn to effectively manage “service breakdowns” using professional service recovery techniques that preserve and strengthen customer satisfaction.

  • Explore real life customer service situations to understand how to effectively apply course materials in the workplace.

  • Go “Beyond by documenting and making a commitment to accomplish specific goals for improving customer service in your organization.

 

Intended Audience
    • Managers, supervisors, key service personnel 
    • Applicable for employees with an external or internal customer focus

This course is ideal for:
    • Organizations with a strong customer orientation wanting to increase overall customer satisfaction

All participants who complete this course receive:
    • Certificate of Completion—suitable for framing
    •“Beyond —work plan for specific service improvement

 

For more information on NCSA’s available courses, contact us today!