IMI - International Company for Human Resources & Management Development

Excellence in Customer Service

You will be judged by what you do, not what you say.

Have you embarked on the journey of improving customer service? How would you like to provide great customer service, learn to relate to your customers, fulfill their basic needs and exceed their expectations? This interactive program will give you the best chance of enhancing your people skills and increasing your effectiveness and productivity.

Benefits & Added Value

  • By attending this program participants will:

    Recognize the importance of providing effective customer service.

    Deliver creative customer service.

    Handle customer complaints and minimize customer dissatisfaction.

    Avoid common customer service pitfalls.

    Deploy retention strategies to keep customers for life.

  • Who Should Attend?

    Professionals, sales representatives, small business owners and other company personnel dealing with customers and would like to improve their service and better handle daily pressures and angry customers.

Program Content

  • The Costs of Poor Customer Service.

    Who is the Customer?

          External Customers.

          Internal Customers.

    Managing Customer Expectations.

          The Importance of Expectations.

          Influencing Customer Satisfaction.

    Developing strategies to anticipate customer needs & wants and respond to them in a timely manner.

    Projecting a Positive Attitude.

    Dealing with those "Difficult" Customers.

    Follow-up action.