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Workshop: Creating A Customer Service Culture

Creating A Customer Service Culture (2-part series)


It appears customer service should be "common sense".   However, the truth is, "Common sense is not so common". According to Voltaire.  In this session, we will identify the ten essentials to successful customer service engagements, which include:

  • Defining customer service
  • Understanding to the customer you are the company
  • Making a good first impression
  • Practicing kindness
  • Asking the right questions
  • Engaging in active listening
  • Building rapport
  • Realizing everyone thinks their situation is unique
  • Finding solutions
  • Closing the engagement vs the on-going engagement


In this session, we will begin to take a deeper dive to identify how internal interactions directly affect external customer service and the importance of accountability on the team.   Customer service is not just about the “customer”.  Excellent customer service begins with leadership, the culture of an organization, and its team members.  Research reveals that happy employees create happy customers. 

We will define how a leader is responsible to create a culture of customer service through mutual respect, practicing effective listening skills, and using one of Covey's 7 Habits of Highly Effective People, "seek first to understand then to be understood."

We will take a deep dive in to seven areas:

  1. How team members interact with others affects how team members will handle and respond to customers
  2. Handling angry customers
  3. Non-verbal communication 
  4. Attitude is everything
  5. Listen to learn
  6. Customer service style and how it affects interactions
  7. Current customer service culture and aspirations for customer service culture

This workshop includes a workbook and a customer-service style assessment and ends with a plan for creating the desired customer service culture.  

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