Other Programs

Customer Service Excellence Program

Why Customer Service Excellence Matters?

Customer service – you can’t live with it and you can’t live without it. With our rushed lifestyles, overloaded desktops, and fast-paced work schedules, we all are looking for a little comfort. Comfort might come in the form of someone waiting on us quickly and enthusiastically at a retail store.

This program is for all those frontline champions who struggle with customer service issues daily – for the battered and the bruised; for the silent heroes of the customer service movement who, for the most part, manage to survive. It is for people who need to detox a bit.

This program is also for new employees who have not yet been bombarded by the many challenges of customer service work. Training will give new employees the tools they will need to turn potentially difficult situations into successful interactions.

Half-Day Program

This is popular in organizations that cannot devote a full day to training but whose leaders are committed to spending half a day or quality time for training to improve customer service.

The advantages of the half-day program are that it delivers a message about excellent customer service and includes role-plays so participants get a chance to practice the skills they learn in class. Another advantage is that you can run two half-day sessions back to back with different groups of trainees, allowing as many as 50 people to be trained in one day.

The half-day program is not as comprehensive as the full day course and does not allow for as much skill practice before participants actually do the role-plays. However it provides a good start for training.

Training objectives

  • Recognize levels of service
  • Identify common customer expectations
  • Identify behaviors that constitute fantastic service
  • Practice effective listening skills
  • Use positive language
  • Practice problem solving
  • Demonstrate the Fantastic Service Equation

One-Day Program

Training Objectives

Understanding Customer Expectations:

  • Determine underlying expectations of internal customers
  • Recognize levels of service
  • Identify common customer expectations
  • Describe “moments of truth.”

Delivering Fantastic Service

  • Identify behaviors that constitute fantastic service
  • Practice effective listening skills
  • Use positive language
  • Practice problem solving
  • Demonstrate the Fantastic Service Equation

Presentation Skills Program

Presentation Skills Half-Day Training Program

This half-day workshop provides time for learners to discover the process of planning, designing and writing effective presentations. This workshop also enables participants to deliver short presentations to build their confidence in presenting. Learners receive feedback from their peers and create action plans for continued development.

Training Objectives

The objectives for this half-day presentation skills workshop are to:

  • Design presentations that inform, instruct, persuade, or inspire an audience.
  • Adapt presentations to accommodate the needs of different audiences
  • Study presentation methods that keep audience engaged.

Presentation Skills One-Day Training Program

This one-day workshop provides time for learners to discover the process of planning, designing and writing effective presentations. This workshop also enables participants to deliver short presentations to build their confidence in presenting. Learners receive feedback from their peers and create action plans for continued development.

Training Objectives

The objectives for this one-day presentation skills workshop are to:

  • Design presentations that inform, instruct, persuade, or inspire an audience.
  • Adapt presentations to accommodate the needs of different audiences
  • Become familiar with presentation methods to keep audience engaged.