Soft Skills & Customer Service Training Presentation
"The Power of Service Delivered Well”
Presented by Dr. Pattie Gibson, Author/Trainer
Audience:
-
Trainers, Team Leaders, Managers and Supervisors
-
Workers in STEM and other occupations, apprenticeships, internships, and in corporate classrooms
Content:
Material for presentation adapted directly from Dr. Gibson’s Learning Books:
-
“Soft Skills in Demand – For 2020 Career Readiness” (book included)
-
“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:
-
Factors that Impact a Customer’s Perception of Service
-
Customer types and their service needs
-
Exceptional customer service
-
First impressions count
-
Customer turnoffs
-
-
-
Service Skills that Promote Loyalty
-
Attitude and personal approach with customers
-
Handling of service complaints effectively
-
Apply smart customer retention strategies
-
-
-
The Service Professional’s Efficiency
-
Executes soft skills well
-
Uses time skillfully
-
Manages stress well
-
-
-
Teamwork, Listening & Nonverbal Communication
-
Teamwork essentials
-
Customer-focused listening
-
Nonverbal communication
-
Etiquette, manners, and dress
-
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.