Achieving Excellent Customer Service

Achieving Excellent Customer Service:
Winning Customers and Keeping them Happy

Tuesday, August 18, 2015

When asked, local businesses had identified training on customer service excellence, as one of their top needs.

On August 18, over 240 people seized the opportunity to hear top speakers Quint Studer, founder of the Studer Community Institute and Bob Murphy, senior leader, teacher and executive coach for Studer Group, as they shared valuable information at our latest training event. Attendees received great information, tools and tactics on “Pre and Post Visit Calls” “Key Words at Key Times” and “How to Determine the Customers What.” Each individual also received two of Quint’s books, “Results that Last” and “The Great Employee Handbook.”

What attendees are saying about the training:
“These trainings are a must, whether new or as a refresher.”
“Time well spent, it was awesome.”
“Both speakers had me wanting to listen. The training was even better than last time!”

At the August 18, half-day workshop, attendees learned:

  • How to use “Standards of Behavior” to build a culture around service
  • Pre-and-Post-Customer-Visit calls
  • Techniques for active listening
  • Understanding your customers “what” and how to give it to them
  • Good customer handovers
  • Tools for staff to use “Key Words at Key Times” to enhance satisfaction
  • Service recovery and turning customers complaints into an opportunity to strengthen relationships
  • How to say no to a customer