Overview	We all expect to be treated with EXCELLENT customer service. Why then, are organizations plagued with customer turnover and a lack of customer loyalty? This course reminds employees of the role customer service plays in the success of an organization and how to take accountability  to ensure it’s delivered.
Duration	Full Day
What you will learn	Upon completion of this course, employees will be able to: Satisfy  personal and organizational expectations for delivering excellent customer service. Demonstrate improved listening, communication and negotiation skills. Utilize a personalized tool bag of learned tips and methods for enhancing customer service.
Agenda	Welcome & Introductions Session Goal & Objectives Defining Customer Service Excellence Contributing factors of Poor Customer Service “Customer Loyalty” and it’s impact on the organization. Top 3 Essential Customer Service Skills Active Listening Communicating & Expectation Setting Negotiating Customer Service Tool Bag Wrap-up & Questions