Course Description

Have you ever worked in customer service? If so, you know it’s one of the toughest jobs there is. It requires you to be a fast-thinking “people person” with abundant patience, empathy, interviewing skills and better knowledge of the product than the president of the company

VIPs: Vital Interaction Professionals

Well-trained, professional customer service staff is vital to a company’s good image and profitability because they may be the only company representatives the client ever talks to. Their performance determines if that customer ever comes back again.

Training your staff using our Customer Driven Quality training kit will ensure your patrons get the quality service they deserve and demand in today’s consumer-oriented market place.

Course Objective

Using exercises, discussions and role playing, the Customer Driven Quality course teaches participants how to:

• Communicate with customers in person and by phone
• Keep emotions cool while under pressure
• Give excellent service in tough situations
• Probe for information
• Avoid using words and phrases that can upset a customer
• Develop an action plan to improve personal performance