Great customer service is key to the success of most organizations. The fortunes of any business will rise or fall based on the level of service that it delivers to its customers. No matter how large or complex the business is, it usually comes down to one employee serving one customer at a time. Great customer service lies within each of us. With each new customer we have a choice: we can treat them as an interruption in our day, or we can greet them as a welcomed guest.

This workshop features two humorous and instructive videos, “ The Guest ” and “ The Difficult Guest .” We all know how to take care of a guest in our home; we welcome them, we take care of their needs, we thank them for coming and we invite them back. A guest at work is no different. It's that simple.

This workshop will train participants in the science and art of great customer service. It will also focus on handling the difficult customer.

Length: ½ day session.

Desired Outcomes
Participants in this workshop will have a greater understanding of:

• Customer service in today's society.
• Who are your customers?
• Treating customers like guests.
• Creating raving fans. (Blanchard)

Participants will be able to:

• Recognize the three different types of difficult customers.
• Utilize an easy-to-use formula for working effectively with difficult customers.
• Recognize the multiple opportunities for improving customer service.
• Understand the importance of retaining customers as an important step in any quality-minded organization.

Participants will also create an action plan for customer service excellence.

They will also learn how to better serve the difficult customer by using the following strategies:

• Listen and let them vent.
• Apologize for their trouble.
• Solve their problem.
• Thank them for their business.