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This process develops customer service excellence by creating a customer-focused and driven
organization. Customer service and human relations skills are developed, goal setting, and self-leadership are key components of this process.
Customer service can often mean the difference between company success and failure. Customers are more willing to forgive a product failure than a service failure by a ratio of 5 to 1. Customer retention should be a high priority in your company and continuously improving customer service should always be part of your organizational strategy. When customers are not treated according to their expectations, they take their business elsewhere. What’s more, dissatisfied customers relay their bad experience to an average of ten other customers or potential customers. Excellence in customer service pays off dramatically to the bottom line in every business.


This process is designed to help individuals improve customer service understanding and skills. As with all of the Leadership Development processes, they develop a goals-driven and results-  
oriented mindset. They learn to develop individual and customer service goals that help support the company’s overall customer service strategy. As a result of this process, they not only develop essential skills, but also better understand why and how they are essential to improving customer service.

5 weekly sessions
1 individual follow-up session

  • Defining Customer Service
  • Role in Company’s Success
  • Effective Communication
  • Customer Empathy
  • Handling Complaints
  • Defining Quality Service
  • Understanding Human Behavior
  • Art of Listening
  • Improving Telephone Skills
  • Mastering Difficult Situations
  • Excellence in Service
  • Goal Setting
  • Improved Customer Loyalty
  • Improved Customer Retention
  • New Customer Growth
  • Satisfied Customers
  • Decreased Customer Complaints
  • Increased Sales
  • Improved Employee Morale
  • Improved individual Performance
  • Increased Profitability
  • Enhanced Leadership Ability
  • Goals-Driven and Results-Oriented Customer Service Team
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