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SpeakerUSA Workshops

How to Provide Outstanding Customer Service
Customized for your group and industry

Workshop Outline

1. Introduction
   • Get & Give: Interactive Activity
2. Stepping Up to Serve
   • World-Class Service - The New Standards
   • Service: Internal and External Customers
   • Managing Customer Expectations
   • Understanding Your Value as a Service Professional
   • Energy is Everything
   • Mastering Motivation - Creating a Power Core
3. Communication Through the Cycle of Service
   • Define Your "Memorable Moments"
   • Communicating vs. Making Excuses
   • Understanding Communication Flow
   • Abolishing Breakdowns
4. People Skills for Great Service
   • Zero-Ego Listening Skills
   • Body Language - What's Your Bod Saying?
   • Telephone Techniques
   • High-Tech Etiquette
   • Building Immediate Rapport
5. Visual Aid Reference Guide
   • 8-Step Process for Customer Problems
   • Barriers to Successful Resolution
   • Handling Angry Customers