Keys to Quality Customer Service
Keys focuses on taking We Care graduates to a higher level of
understanding of the customer relations concepts. It invites
participants to look at perceptions and the effect they have on
interactions between service persons and customers. It takes a
look at the face-to-face exchanges with customers, both within
Motorola and our external customers.
You will learn to:
- Establish customer service leadership as an opportunity and
responsibility for everyone
- Pro-activate your customer service levels
- Learn a planned recovery system for handling challenging customer
interactions
- Define and explore paradigms, perception and empathy
- Identify sources of and responses to conflict
- Implement a customer service strategy: connecting with the customer
- Identify participants work values and those of our customers
- Reinforce the four steps of "Blue Ribbon" service, and the four
techniques of "Blue Ribbon" winners
- Explore when, how and why to listen to angry customers
- Find ways to create positive moments of truth with our customers
Who should attend:
This is an important program for anyone who works on the front line with
either internal or external customers and has completed the We Care
program - customer service representatives, credit and collections
agents, technical support personnel, engineering support personnel,
human resources, service department reps, help desk personnel,
administration or call centre customer service representatives (CSRs).
Seminar Tools:
This seminar uses individual and group exercises and the We Care/Keys
interaction diagnostic tool.
Course Length:
One day
