Discover how to
deliver world-class service by seeing your
organization through your customer’s eyes!
A unique training event
designed for customer service managers, supervisors
and team leaders
The Through the Customer’s Eyes Workshop Series
provides a refreshingly different – and incredibly
effective – approach to customer service management
Focused on leadership excellence
and service excellence, this series was developed
for professionals like you who shoulder a number of
critical responsibilities – from managing a diverse
workforce to keeping increasingly demanding
customers happy, and everything in between. That’s
why the Through the Customer’s Eyes Workshop
Series has all the answers you’ve been searching
Only by looking at your
organization through your customer’s eyes can you
gain the necessary perspective to deliver
world-class customer service
You can hatch plan after plan for customer service
improvements, but until you see your organization
through your customer’s eyes, you’ll never truly
satisfy them. This exclusive training teaches you
how to relate to your customers, understand their
needs, and give them the exceptional service they
Master leadership skills to
take your staff to a new level of service excellence
Through interactive learning exercises and
thought-provoking discussions, you’ll master
essential leadership skills guaranteed to close the
service gap and take your staff’s performance to the
next level of service excellence. Just a sample of
what you’ll learn …
- How-to’s for motivating your
staff to provide world-class service
- Best practices for reducing
employee turnover and burnout
- Keys to generating more
revenue per customer
- Measurement tools for gauging
staff performance and customer satisfaction
- Strategies for creating a
positive environment that fosters exceptional
This must-attend program will
directly impact your organization’s success
The crucial importance of this must-attend program –
to you, your staff and your organization – simply
cannot be overstated. Here’s why:
The essential customer service
management skills you’ll master can give your
organization a competitive and strategic
advantage that will directly impact service
Whether you lead CSRs in a call
center, retail business, sales team or help desk,
you’ll find the expert solutions you need at this
one-of-a-kind training event. Don’t miss the chance
to grow your management skills and renew your
passion for service excellence. Enroll today!
Workshops include ...
||Hiring, Training &
Retaining an Exceptional Frontline Staff
||Empowering Your Staff to
Handle Difficult & Demanding Customers
||Strategies for Motivating
a Diverse Workforce
||Best Practices for
Measuring Staff Performance and Customer
||Keys to Generating More
Revenue: Integrating Sales as a Part of
||How to Create a Positive,
High- Energy Environment That Fosters
||Success Strategies for
Savvy Customer Service Leaders
||Service Excellence in the
Real World: Who’s Doing It Right and What
Why a Workshop “Series” With So
The challenges you face are unique
to you – so there’s no one cookie-cutter class
that’s going to give you all the solutions you seek.
You need training choices. With this Workshop Series
– you get choices … lots of them!
Here’s how it works: The Series
includes a total of 8 half-day workshops available
over two days. You can attend 1, 2, 3, up to 4
workshops – you choose the workshops that offer the
training solutions you need most.
Flexible and Cost-Effective: We
understand that not everyone can be out of the
workplace for two whole days. That’s why you can
attend as many or as few workshops as you want.
Enrollment fees for each of the workshops are only
$99 … but if you attend 4, you’ll save $50!
Customer Service Leadership
Day 1 – A.M.
Hiring, Training & Retaining an
Exceptional Frontline Staff
Ever hired an employee who was friendly during the
interview but terrible with customers on the job?
This crucial session will show you what to look for
during the interview process, as well as red flags
that indicate potential attitude and behavior
problems. You’ll learn essential how-to’s for
orientation and training guaranteed to get new hires
off to a successful start. Finally, you’ll discover
strategies for setting CSRs on a career path to
avoid burnout and turnover.
Day 1 – P.M.
Strategies for Motivating a
If you’re like most customer service leaders, you
manage employees of diverse ages and personalities.
This eye-opening session will give you the
strategies you need to motivate the Silent
Generation, Baby Boomers, Generation X and
Generation Y—for exceptional service and performance
from every staff member. You’ll also find out how
use this insight to keep conflict to a minimum and
deal effectively with negative behavior.
Day 2 – A.M.
Keys to Generating More Revenue:
Integrating Sales as a Part of Great Service
With your staff on the front lines, they have the
opportunity to directly influence purchasing
decisions, build loyalty that leads to repeat
business and up-sell to your customers. In other
words, your employees are in a key position to
directly impact the success of your company. Attend
this important session to master the secrets of
integrating sales into customer service to generate
more revenue per customer.
Day 2 – P.M.
Success Strategies for Savvy
Customer Service Leaders
What essential traits do highly effective customer
service leaders all share? You’ll find out in this
enlightening session! You’ll learn the 10 keys to
successful CS leadership that makes the “best of the
best” a cut above the rest. Then you’ll take a
self-assessment test to see which traits you already
possess, which you can strengthen and which you need
to develop to improve your leadership effectiveness.
And finally, you’ll discover how to avoid the top 10
blunders in customer service leadership.
Achieving Service Excellence
Day 1 – A.M.
Empowering Your Staff to Handle
Difficult and Demanding Customers
Difficult and demanding customers can be the bane of
your existence as a customer service leader—unless
you know how to empower your CSRs to resolve
complaints with win-win solutions. In this session,
you’ll master techniques for effectively dealing
with the most difficult types of customers — and how
to transfer those skills to your staff. In addition,
we’ll discuss how to determine that fine line
between keeping a customer happy and “giving away
Day 1 – P.M.
Best Practices for Measuring Staff
Performance — and Customer Satisfaction
Measuring your CSRs performance and productivity is
easier said than done, but it’s crucial to ensuring
top-quality service. That’s why Part I of this
session will explore various tools and assessment
methods for accurately measuring service quality,
time management and productivity of your CSRs. Part
II will focus on best practices for gauging customer
satisfaction. You’ll find out what factors can lead
even perfectly satisfied customers to go elsewhere —
and how to prevent them from straying.
Day 2 – A.M.
How to Create a Positive,
High-Energy Environment That Fosters Exceptional
To provide top-quality customer service, your
employees must stay motivated and helpful – which is
no easy task in their high-stress jobs. This
innovative session will show you how to build a
positive work environment where your staff will be
energized and engaged in service excellence. Apply
the skills you’ll master and the result will be a
happier staff – and happier customers who get vastly
Day 2 – P.M.
Service Excellence in the Real
World: Who’s Doing It Right and What They’re Doing
This insider’s peek into the best practices of top
companies will fill you in on innovative customer
service strategies and techniques being used to
exceed the expectations of today’s increasingly
sophisticated and demanding customer. You’ll learn
how different types of businesses – renowned for
service excellence – handle the same customer
service challenges you face on a daily basis – and
achieve outstanding results!
SPECIAL BONUS - Receive a complimentary
6-month membership with the ICSA when you enroll!
As a participant in this
one-of-a-kind customer service leadership event, you
will receive a special bonus – a free 6-month
membership in the International Customer Service
Association (ICSA). ICSA, a nonprofit organization
led by customer service professionals for customer
service professionals, is dedicated to promoting the
development and awareness of the customer service
profession through networking, education and
Here’s how it works: You will
receive a special ICSA membership application when
you attend the event. Simply fill out the form, and
we will forward it to ICSA so you can start
receiving your member benefits.