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Who should attend Through the Customer’s Eyes Workshop Series
A unique training event designed for customer service managers, supervisors and team leaders
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Through the Customer’s Eyes Workshop Series  

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A unique training event designed for customer service managers, supervisors and team leaders

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Seminar Summary:

Master critical new strategies and skills for leading your staff to world-class customer service  (see full course description)

 
 

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Training Course Syllabus:


Master critical new strategies and skills for leading your staff to world-class customer service - Choose from 8 workshops in 2 tracks

SPECIAL BONUS - Receive a COMPLIMENTARY 6-month membership with the International Customer Service Association when you attend! (See below for details)

$99.00 each workshop - Attend all 4 for $346.00!
 

Program Description:
 

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 training.

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 for!

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 demand.

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 service

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 results.

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 ...

 
Customer Service Leadership
TRACK A
 
Achieving Service Excellence
TRACK B
DAY 1 A.M. Hiring, Training & Retaining an Exceptional Frontline Staff OR Empowering Your Staff to Handle Difficult & Demanding Customers
DAY 1 P.M. Strategies for Motivating a Diverse Workforce OR Best Practices for Measuring Staff Performance and Customer Satisfaction
       
DAY 2 A.M. Keys to Generating More Revenue: Integrating Sales as a Part of Great Service OR How to Create a Positive, High- Energy Environment That Fosters Exceptional Service
DAY 2 P.M. Success Strategies for Savvy Customer Service Leaders OR Service Excellence in the Real World: Who’s Doing It Right and What They’re Doing

Why a Workshop “Series” With So Many Choices?

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!


Session Description:
 

TRACK A
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 Diverse Workforce
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.

TRACK B
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 the store.”

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 Service
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 improved service!

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 research.

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.


 

Seminar Summary:

Master critical new strategies and skills for leading your staff to world-class customer service  (see full course description)

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