Organisation: Donna Earl Training
Category: Customer Satisfaction and Retention Seminar
Description: Donna Earl & Co. offers a customized on-site interactive skill-building workshop to improve internal customer service. This seminar teaches principles of internal customer service, communication skills, interdepartmental support, problem solving, improvement of workplace communication, productivity and motivation.
At the end of the seminar, employees will be able to work more productively and supportively, reduce miscommunications, incorporate internal customers' priorities into workflow, and reduce interdepartmental conflict.
COURSE DESIGN: Two-day on-site seminar. Highly interactive. Group discussion, lecture, self-assessments, group learning activities and role plays.
WHO SHOULD
ATTEND: Recommended for all employees who support other departments or functions within the organization.
TOPICS COVERED: Benefits of excellent internal customer service
Financial and business rationale for internal customer service
Clarify individual's role in customer interactions
Unleash internal customer service cooperation
Break down 'silo' mentality
Activate productive interdepartmental communication
Establish internal customer trust and rapport
Telephone and email etiquette
Listening skills
Deal professionally with difficult customers and situations
Handle emotions on the job
Cope with angry and frustrated customers
Resolve and track complaints
Facilitate process improvements for repeat problems
BENEFITS: At conclusion of the course participants will be able to:
Identify ways to improve internal and external customer service
Reduce interdepartmental miscommunication and conflict
Support the priorities of internal customers
Focus on problems rather than personalities
Handle conflict professionally
Identify internal problems which cost external customer loyalty
Turn complaints into improvements
Work together to meet organizational goals
Improve workplace productivity and communication
Price: NA
Contact: NA
Email :
email@DonnaEarlTraining.Com
Webmail :
http://www.donnaearltraining.com
Service Available In :
Search Similar Program in: Na |
Na |
Usa
