Customer Service Excellence
Transforming Difficult Interactions into Lasting Loyalty
What Will I Learn?
- How customer service impacts brand loyalty and what that means for employees
- Communication skills necessary for excellent customer service
- Techniques for more active listening
- Specific ways to express empathy for customers
- How to diffuse interactions with frustrated or angry customers
- How to provide service that leaves customers feeling satisfied and loyal to the Brand
Description
Customer service is not a department. It is a philosophy to be embraced by every employee – from the CEO to the most recently hired. This course is designed for employees who are new to customer-facing roles or those who are seeking to improve their customer care communication in practical ways. The course will provide a brief overview of why excellent customer communication is essential to brand loyalty and company success. The characteristics of quality customer communication will be discussed and practiced via interactive role-play activities. Participants will learn practical techniques for taking difficult interactions with customers and converting them to Brand loyalty-building experiences.
Walk Away With
- An awareness of why and how customer-facing employees impact overall Brand loyalty and success
- List of skills essential for effective customer communication
- Techniques to improve your skills for: active listening, expressing empathy, and managing difficult customer interactions
Who Should Attend?
- Employees in customer-facing roles whose performance reflects on the Brand
- Employees who are new to customer-facing roles within the retail or service industry
- Those seeking to improve their customer care skills in practical ways
Explore Your Career Options
If you are interested in learning about career opportunities in the Magic Valley take a look below.
If you are interested in learning more about our Work-Based Learning Center resources explore your options below.
Instructor Bio
Julie Underwood founded Focus For Leaders to help new to mid-career employees set and achieve personal and professional goals to optimize their leadership trajectory over the course of their careers. Julie believes that “leadership is influence, nothing more and nothing less.” As a success coach and trainer, Julie understands the challenges faced by professionals at various stages of their careers and garners her expert communication skills to enrich her students. With over 20 years of instructional experience, Julie has honed her presentation skills to perfection, delivering inspiring and motivational content that sticks with audiences long after they have left the room. Her teaching style is both engaging and fun, making learning an enjoyable experience that participants love.
When she isn’t working, Julie enjoys hiking in the South Hills and remodeling her 100-year-old adobe home in Patagonia, Arizona. She and her husband of 32-years consider themselves “construction junkies” who always have a project. When the adobe remodel is complete, they hope to split their days between Idaho and Arizona.
J.J. Shawver is a passionate and driven leader with a deep commitment to helping others reach their full potential. He founded Always Developing Leader, LLC with the goal of helping individuals and teams grow and achieve success in their personal and professional lives.
J.J. went to school in Moscow, Idaho where he pursued a degree in Business Management and played football for the Vandals. Throughout the last 13 years he has excelled in business development, sales, and leadership in various roles. However, it wasn't until he started Always Developing Leader, LLC that he truly found his calling.
Now, J.J. dedicates 100% of his time to working with individuals and teams, both big and small, to develop their leadership skills and reach their goals. He is a skilled speaker and motivator and enjoys working one-on-one with clients to provide personalized guidance and support.
J.J. is proud to be a part of the fast-growing Twin Falls community, where he was born and raised on his family's farm. He is involved in various community groups and events, and is dedicated to making a positive impact on those around him. J.J. resides in Eden, Idaho, with his wife Erika and their amazing 3-year-old son. When he's not working, J.J. enjoys spending quality time with his family and exploring the great outdoors.