At this program’s conclusion, participants should be able to:

• Identify the features of excellent customer service.
• Recognize behaviors and actions that irritate or offend customers.
• Understand how to communicate clearly and respectfully with customers and coworkers alike.
• Explain different customer behavior styles and know how to adjust to each.
• Know how to measure customer satisfaction levels and increase them as needed.
• Understand techniques for dealing with difficult customers.
• Practice stress-reduction techniques as a way of being able to continue delivering the best possible customer service.
• Develop a personal action plan to improve their service skills when dealing with the public.

This course is suitable for anyone working in a retail customer service role, at all levels of employment, who wishes to improve their service skills. This includes employees who deal with customers face-to-face or over the telephone.

• A “Goodie Bag” of Information: How to Make Service Exceptional
• You Gave Me a Trash Bag!: What Makes for Poor Customer Service
• Paper or Plastic?: How to Communicate Clearly
• A Mixed Bag: It’s a Communication Jungle Out There
• Toting up the Score: Measuring Customer Satisfaction
• A Handy Bag of Tricks: Managing Difficult Customers
• Just Bag It!: De-Stress for Success
• Proof of Purchase: Wrapping Up

• Presentation & Slides
• Audio Visual Aids
• Interactive Discussion
• Participatory Exercise
• Action Learning
• Class Activities
• Case Studies
• Workshops
• Simulation