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Beyond Customer Service: Getting Your Act
Together
Designed For: Customer Service Representatives
and their managers. Can be organized as a facilitated session with executive
leadership teams interested in strengthening current customer service
policies, structure of service and overall alignment with the company
brand.
Course Highlights: (All
courses are customized to meet client company needs)
- The difference between service and experience
- Connecting intellectually and emotionally with the customer
- Aligning service, experience and brand
- Putting more of “you” into the experience
- Managing difficult customers
- Dealing with the facts
- Saying “no” while still delighting the customer
- Leveraging the full talents of the “service” team
- The language of service. The language of experience.
Duration: Two days. Typically from 9:00 A.M.
to 12:30 P.M.
Ideal Class Size: 10 to 18
Format: Instructor-led, lecture, discussion,
role-playing, group exercises, specific company specific scenarios, video
examples.
Workbook/Job Tools: Included
Trever’s Approach: “People
can be enormously successful because of their values rather than in spite
of them.”
Trever’s courses are anything but predictable. He’s not a trainer
and therefore people should not expect to be “trained” or “techniqued”
as a result of attending one of his classes. However, participants can
expect to be more fully connected to their personal strengths and talents
as they relate to the particular subject matter. More specifically, they’ll
know why it’s important to put more of “themselves” into
their role and how to leverage this gift in a positive, influential and
meaningful way.
All courses that Trever designs and facilitates are packed with meaningful,
real-world information that when properly applied in the workplace can
make a remarkable impact on organizational and individual performance.
The programs are fun and engaging and always emphasize the unique contribution
that is made when people are operating at their personal best—rather
than someone else’s!
What people do (“above the waterline”) and who people are (“below
the waterline”) are common themes throughout all Trever’s courses.
This balanced approach gives participants a focused opportunity to view
themselves entirely—as a complete package—rather than in exclusive,
disconnected parts.
For more information on this course, contact Trever at 503-939-7545 or
by email.
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