Thirty Escambia County employees are among 235 people attending the Studer Community Institute’s “Achieving Excellent Customer Service: Winning Customers and Keeping them Happy” workshop today.
On the SCI website, the institute says that satisfying customers is not enough to earn their loyalty. They must experience exceptional service worthy of their repeat business and referral.
“Ultimately, the way customers are treated will make or break an organization.”
The half-day workshop teaches:
- How to use “Standards of Behavior†to build a culture around service
- Pre-and-Post-Customer-Visit calls
- Techniques for active listening
- Understanding your customers “what†and how to give it to them
- Good customer handovers
- Tools for staff to use “Key Words at Key Times†to enhance satisfaction
- Service recovery and turning customers complaints into an opportunity to strengthen relationships
- How to say no to a customer