Customer Service Excellence Training

Create a Positive Customer Experience Every Time

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Ace the Easy

Things are good, but they’re not great. Customers aren’t mad, but they’re not delighted either. Employees could use a refresher or an upgrade in energy.

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Manage the Complex

Some things take time, multiple steps, or multiple departments to get a result. Employees need help working together or communicating with customers along the way.

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Handle the Impossible

Sometimes the answer is, “No.” Employees need to navigate laws, policies, procedures, technical capabilities, or other constraints in a positive, solution-oriented manner.

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Customer Service Excellence Skills

Language

Exhaust options while honoring policies, laws, and other limitations.

Attitude

Re-energize by reframing stress and reconnecting with purpose.

Listening

Identify real needs so customers feel heard and mistakes are reduced.

Rapport

Create trust, comfort, and credibility by understanding personalities.

Client Results & Case Studies

We believe service can drive serious results. Read about our client’s successes.

Escalations Reduced

Learn how a Healthcare client used customer service as preventative medicine to care for a volatile patient population and avoid escalations that increased patient and employee safety and satisfaction.

Expenses Reduced

Learn how a Technology client used customer service to better serve national accounts during routine interactions and especially "down times" when customers would pressure for concessions.

VIP Expectations Met

Learn how a Professional Services client used customer service to empower their employees to satisfy bus,y top executives who had extremely high expectations by adding a VIP Service Tier.

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Customer Service Leadership

Employees thrive with clear direction, a sense of purpose, and consistent support. Every management decision makes employees’ jobs easier or harder.

This program is designed for leaders who want to…

  • Motivate employees to high levels of service
  • Instill a culture of purpose and mission
  • Make service a competitive advantage
  • Make it easy for employees to excel

Internal Customer Service

"Everybody's your customer."  This is our belief.

How can external or paying customers be helped in a timely, accurate, courteous fashion if employees don't work together in a helpful, timely, accurate, courteous fashion?

Customer service is a culture, which means it's everybody's job.

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Phone, email, chat, in-person

Service Excellence applies across all communication mediums.

Language and Attitude programs are universal and apply to all mediums. Listening and Rapport programs include both universal and medium-specific skills.

Contact us to tailor the perfect program  for your service delivery mediums.

Try a Free Sample

Get access to the Service Excellence Strategy segment from our customer service training. This training doubles as a needs assessment and service assessment.

What do you receive?

  • Service Excellence Strategy Video e-Learning
  • Email Refreshers
  • PDF Handout
  • Downloadable Course Outlines
  • Downloadable Brochure
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What Clients Say

"Mary kept us motivated. She knew her material and communicated her knowledge very well. Best seminar I have ever attended."

~ Kathleen Brennan

Sales Assistant, Air Canada

"Helpful to solve the root of the problems not just technique or symptom band-aids."

~ Eric Demack

Buyer, Ace Hardware

"Informative and motivational. Of particular benefit was the fact that it was geared towards us and issues which affect us."

~ Susan Cipollo

Compliance Supervisor, The Hartford
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FAVORITE QUOTES

"The secret to being a bore is to tell everything."

~ Voltaire

"He who angers you conquers you."

~ Elizabeth Kenny

“All the great speakers were bad speakers at first.”

~ Ralph Waldo Emerson

"Remember not only to say the right thing in the right place, but far more difficult still, to leave unsaid the wrong thing at the tempting moment."

~ Benjamin Franklin

Ready to deliver Service Excellence?