Pattie Gibson, Ed.D.

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:

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• Factors that Impact a Customer’s Perception of Service

  • Customer types and their service needs

  • Exceptional customer service

  • First impressions count

  • Customer turnoffs

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• Service Skills that Promote Loyalty

  • Attitude and personal approach with customers

  • Handling of service complaints effectively

  • Apply smart customer retention strategies

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• The Service Professional’s Efficiency

  • Executes soft skills well

  • Uses time skillfully

  • Manages stress well

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• 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.

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