Over and Above Customer Service

This four-session program focuses on developing the customer service skills of participants and on moving the customer service efforts over and above what is expected. A highly interactive training approach challenges participants to assess their strengths and weaknesses, develop their skills, and immediately apply their learning in the workplace. Learning exercises, discussions, self-assessments, role playing, and trainer presentations are combined for highly interactive sessions.

At the end of each session, participants will develop an action plan for the upcoming week. Results of the action plan will be discussed in the subsequent session. Participants are urged to go over the action plan with their supervisor early in the week following each session. This kind of supervisor/employee dialogue can help build the customer service team.

Sessions can be customized for a particular organization. Customer service audits and planning for change management are available.