
Soft Skills & Customer Service Training Presentation
"The Power of Service Delivered Well”
Presented by Dr. Pattie Gibson, Author/Trainer
Audience:
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Trainers, Team Leaders, Managers and Supervisors
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Workers in STEM and other occupations, apprenticeships, internships, and in corporate classrooms
Content:
Material for presentation adapted directly from Dr. Gibson’s Learning Books:
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“Soft Skills in Demand – For 2020 Career Readiness” (book included)
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“The World of Customer Service”
The “Power of Service Delivered Well” Topics:
Exemplary Service when combined with knowledgeable Soft Skills has “Power." The service well-delivered creates and maintains a loyal customer base and promotes the longevity of any organization. Customers don’t become dissatisfied because of problems; they become dissatisfied with the way problems are handled. That is to say, putting the wrong attitude in front of a customer is ineffective and bears enormous costs, especially when considering the loss of a customer’s lifetime value to the organization.
Training Outline Example:
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Factors that Impact a Customer’s Perception of Service
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Customer types and their service needs
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Exceptional customer service
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First impressions count
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Customer turnoffs
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Service Skills that Promote Loyalty
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Attitude and personal approach with customers
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Handling of service complaints effectively
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Apply smart customer retention strategies
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The Service Professional’s Efficiency
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Executes soft skills well
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Uses time skillfully
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Manages stress well
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Teamwork, Listening & Nonverbal Communication
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Teamwork essentials
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Customer-focused listening
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Nonverbal communication
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Etiquette, manners, and dress
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Consulting and training in Soft Skills and Customer Service provides companies and non-profits ways to improve their organizational health enabling them to advance to a more successful relationship with customers.
Note: The above training outline can be adapted and customized to your organizational needs.
Contact Dr. Gibson
Thank you for your interest in Pattie Gibson’s Soft Skills/Customer Service Training opportunities. Please provide the following information about your business needs to help us serve you better. You should receive a response within one or two business days from info@pattiegibson.com.