Building Excellence in Customer Service

Description

Participants will understand how both internal and external customer service shape organizational success. Through reflection, discussion, and hands-on practice, employees will explore what great customer service looks like.  Build practical and effective service communication skills, strategies for service recovery, handling difficult situations, and ways to stay calm and professional. By strengthening customer service skills, teams can create a ripple effect of increased trust, efficiency, and satisfaction across the organization and build external customer loyalty.

Outcomes 

• Define internal and external customer service and explain why both matter to organizational success.

• Identify who internal and external customers are and clarify their specific needs and expectations.

• Apply effective communication and connection skills when interacting with customers to strengthen relationships and prevent misunderstandings.

• Commit to specific, actionable behaviors that enhance service culture and build customer trust

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