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Customer Service Seminar

Customer Service Seminar. Team Synergy. Workshop overview Day 1 : Customer Service Communication Day 2 : Serving International and Domestic Clients Day 3 : Damage Control and Implementation Conclusions & Budget Recommendations Q & A. Agenda. Seminar Overview.

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Customer Service Seminar

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  1. Customer Service Seminar Team Synergy

  2. Workshop overview • Day 1: Customer Service Communication • Day 2: Serving International and Domestic Clients • Day 3: Damage Control and Implementation • Conclusions & Budget • Recommendations • Q & A Agenda

  3. Seminar Overview • There are three reasons to use our seminar! • It costs 10 times more to acquire a new customer than to keep an old one. • Customers will pay more for better service. • Poor service is the #1 reason American companies lose business • “if you don’t treat your customers right, someone else will” - BOB MIGLANI

  4. SeminarOvervIew

  5. Day 1 overview • Registration and Refreshments • Introductions and Welcome PowerPoint • What is Corporate Culture • Corporate Culture and its significance • Four Levels of Corporate Culture • Changing Corporate Culture

  6. Day 1 overview • Communication Skills • Customer Service Game • Elements of Great Service • Eighteen Communication Factors • Universal Call Path • Vocal Charades

  7. Day 2 overview • Welcome PowerPoint • Refreshments • Overview of yesterday • Keynote Speaker- Timothy Edwards • “Focus on the Customer”

  8. Day 2 overview • Personalities of clients • Dimensions of personality • Quiz, which dimensions do you favor? • International Clients • Statistics • Cultural Norms • Tips to deal with foreign customers • Listening Techniques • Semantics • Listening techniques

  9. Day 3 overview • Welcome PowerPoint • Refreshments • Overview of Yesterday • Morning Learning Activities • “Dealing with Anger” • “The Angry Customer”

  10. Day 3 overview • Keynote Speaker-Frank Candy “Customer Service Damage Control”

  11. Day 3 overview • Jeopardy – (5 teams of 20) • Lecture and “pop quiz” on implementation of what you have learned at the seminar • Company brainstorm exercise • “How to implement things you have learned in your business day-to-day” • Wrap up and SOCIAL!!!

  12. Conclusions

  13. Budget

  14. RECOMMENDATIONS • Advertise • Book venue / Purchase supplies & raffle prizes • Confirm speakers/ book accommodations • Coordinate Team Synergy travel arrangements • Order refreshments & meals • Design and print supplies • Assemble welcome packets

  15. QU E S T I ON S ?!

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