Training Programs
Customer Service Basics
This course provides the fundamentals of customer service. This course is intended to give participants the skills they need to properly interact and communicate with the customer. It is appropriate for new employees and can serve as a refresher course for seasoned veterans.
The course will address:
- Defining the customer experience
- What customers want
- Professional phone etiquette
- Building rapport
- Handling irate customers
Customer Service: Exceeding Expectations
This course provides the skills needed to WOW your customers and turn them into raving fans. Participants who attend this course will create an environment that puts customers first and engages them to create positive word of mouth advertising for your organization.
The course will cover:
- Personalizing the customer interaction
- Taking ownership
- Manage complaints more effectively
- Creating lasting relationships with customers
- Improving customer retention
Internal Customer Service
This course will help improve service within your organization, increase productivity, and as a result, offer your customers better service.
The course will help your employees:
- Learn how what they do affects other departments in your organization
- Create interdepartmental service strategies that help rather than hinder
- Creating lasting relationships with customers
- Eliminate "turf wars" among departments
Telephone Etiquette
This course provides your employees with the skills they need to professionally handle telephone conversations with your customers and prospective customers.
The topics covered include:
- Inviting greetings
- Active listening
- Responding appropriately
- Effective transfer and hold procedures
- Gathering information
- Closing conversations
Coaching for Excellence
This program is the best way to maximize your training dollars after the employee training program has ended. It is an important component of the training plan and provides a high return on your training investment. When your managers and supervisors attend this course, they will have the skills they need to reinforce the behaviors and techniques their employees have learned in the training.
The course will provide your managers and supervisors will the skills they need to:
- Observe and document employee performance
- Prepare for the coaching session
- Facilitate powerful coaching conversations
- Gain employee commitment
- Create developmental action plans
- Change behavior and improve results
Call us today to set up a free consultation:631-598-5598
Our Services:
Sign Up for Our Newsletter
WDG Social Media Links
Connect with us on your favorite social media site for the latest customer service updates!
Testimonials