Training

Overview of course

Executive Summary

The New Brunswick Service Excellence is a workshop that is applicable to any type of business serving customers.

This workshop discusses the impact customer service can have on the participant, the team, the customers and ultimately the business; Positive and Negative. 

With customer expectations increasing and service decreasing, businesses can gain the competitive edge by providing consistent, exceptional service. There are more and more businesses opening in New Brunswick every year. Customers have many choices to purchase similar services or products from many different businesses. This course can help make businesses stand out from the rest by the service provided.

At a minimum, welcoming customers, being able to answer their questions and provide them with solutions to their problems. Regardless of the industry, customer service skills are critical for business success. With the increasing amount of competition for customers, your customers return!

The sad reality is, if a business loses customers, they lose revenue and ultimately lose their job.

Working together as part of a Customer Focused Team cannot only benefit the customer, it benefits the company, the staff and in many cases, the community.

This workshop will help the participant understand the Domino Effect that attitude, attention to detail, and how working as a Customer Focused Team has on the future of the company. It includes tools to become a service professional, maintain positivity, work together as a team, service recovery and manage workplace risk.

The benefits of having an unhappy customer inform you on why they are not satisfied with the product or service, will help you and give you the opportunity to fix it and keep that customer returning to your business!

Workshop Objectives

Exceptional customer service gives a competitive advantage, delivering value and cultivating customer loyalty. The New Brunswick Service Excellence workshop discusses the impact, positive and negative; customer service can have on you, your customer and your business. When customers have a positive experience at your business as a result of receiving excellent customer service, they return, spend more money and tell their friends. No amount of money can match the value of good word-of-mouth advertising! This also keeps your business as a leading competitor with the products and services it offers.

New Brunswick Service Excellence is the standard every business should adopt. Regardless of what industry you work in, customer service skills are critical for business success. With the increasing amount of competition for customers, you want to make sure that the customers who come to your business, return!

Everyone in an organization should view themselves as customer service professionals, whether they deal directly with customers or in more of an administration role.
Modules

The workshop has six modules:
Module 1 – Gain the Competitive Edge
⦁ Be a service professional
⦁ How service excellence impacts your business
⦁ Critical Skills of a service professional
⦁ Service expectations

Module 2 – Maintain Positivity
⦁ Power of positive attitude
⦁ First impressions
⦁ Critical skill: self-awareness
⦁ Service expectations

Module 3 – Work Together
⦁ Characteristics of a service team
⦁ The Domino Effect of poor communication
⦁ Critical Skill: effective communication
⦁ Service expectations

Module 4 – Deliver Service Excellence
⦁ Customer Service Facts
⦁ From Good to Excellent Service & The Domino Effect
⦁ Critical Skill: Attention to Detail
⦁ Service Expectations

Module 5 – Service Recovery
⦁ Encourage customer feedback
⦁ Critical skill: Empathy
⦁ Resolve difficult situations
⦁ Service expectations

Module 6 – Manage Workplace Risk
⦁ Define risk
⦁ Policies and Procedures
⦁ What is Under Control?
⦁ Service expectations

By the end of the workshop, the participant will be able to:

⦁ identify the critical skills necessary to deliver quality service,
⦁ choose a positive attitude every day,
⦁ understand the impact of poor versus excellent customer service,
⦁ deliver behaviors of service excellence,
⦁ be aware of what could go wrong, and
⦁ learn ways of preventing service breakdowns.

Pricing

For TIANB members: $110.00

For non-members: $135.00