Adopt positive customer experience standards and learn how to empower your team for better performance.
Organizations that do not have a standardized customer service policy are more likely to have unhappy and less engaged employees. There is lack of continuity, misunderstandings and confusion that is unnecessary and avoidable when there is consistent and practiced policies that employees are trained in with periodic updates and check ins. Putting the customer first is at the center of service design and delivery. This also means that seamless integration of delivery will contribute to a particular outcome and may also create higher revenues for the organization. Communication is the heart of any organization and empowering your employees with options translates into excellent customer service and happy employees. It is important to establish internal adoption and collaboration around these standards and moving towards an organizational culture that promotes excellent customer service.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
Keys to Consistent Service
- Why Does Customer Service Matter?
- Culture That Encourages Empowerment
- Praising Good Practices
Identifying Who Your Customers Are and Their Needs
- Demographics
- Managing Expectations
- Identifying General and Specific Customer Needs
Specific Customer Services Policies
- Greeting Customers
- Interaction Practices (Tone, Body Language, etc.)
- Acceptable Wait Times
- Return and Refund Policies
- How Much Decision Making Power Employees Have
- Solutions for Unhappy Customer
Tools, Resources, Final Takeaways
- Sales and Marketing Information
- Digital Business Tools
- Training
- The Bottom Line
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More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on September 17, 2020.
Call 1-866-352-9540 for further credit information.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Larry Hammond, Sr.
V1H Consulting
- Principal with V1H Consulting
- Through his workshops, strategy sessions, and keynote addresses, he focuses on helping organizations that are stuck in the way it has always been done, thinking without ever achieving true satisfaction, to transform
- By producing an organizational culture that creates a contagious leadership environment, helps organizations to achieve maximum performance, increase employee retention, and heighten employee engagement
- More than 20 years of senior leadership, coaching, training, and development experience
- Mentor in business, marketing, sales, human resources, entrepreneurship, and leadership in public agencies and community organizations
- Facilitated management and employee feedback sessions
- Coaches leaders and managers in public and private industries around team building and culture development
- Developed, delivered, and evaluated a variety of training seminars, including, customer service, change management, strategic planning, leadership development, and public speaking
- Provided leadership training to Leadership Pasadena, a leadership program that empowers, inspires, and connects leaders who strengthen a diverse community
- Designed, developed, and delivered management and leadership programs for managers in the public, private, and nonprofit sectors that helped clients improve employee and organizational performance
- Certified in Managing Organizational Change (MOC)
- 34 Strong Certified Strengths Coach
- Completed graduate courses in public administration from Catholic University, Washington, D.C., and in information technology, University of the District of Columbia
- M.A. degree in public administration, The Tseng College-Graduate, international, at California State University, Northridge; B.S. degree, Clark Atlanta University, Atlanta, GA
- Can be contacted at 626-379-4108 or [email protected]
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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