CUSTOMER SERVICE TRAINING

Become a Customer Service Star

Don’t just talk about providing better customer service – make it a reality! Becoming a Customer Service Star helps both employees and managers examine their attitudes about customer service.

How effective is your customer service team?

Becoming a Customer Service Star delivers learning outcomes in five critical areas:
  • Having a positive attitude toward customers
  • Encouraging customer feedback
  • Responding to customer problems
  • Developing repeat relationships
  • Seeking to exceed customer expectations

Want all the details? Get them here!

Don't just talk about providing better customer service – make it a reality!

Everyone has a favorite customer service story, but few people can identify the specific behaviors that will result in outstanding service. With Becoming a Customer Service Star, employees and managers evaluate their behavior in 5 critical service areas, examine their attitudes about service, and learn ways to boost their customer service performance.

Becoming a Customer Service Star helps both employees and managers examine their attitudes about customer service in five critical areas:

  • Developing a positive attitude toward customers
  • Encouraging customer feedback
  • Responding to customer problems
  • Developing repeat relationships
  • Seeking to exceed customer expectations

Facilitator Guide contents:  

  • Administrative guidelines
  • Background information
  • Sample training design
  • Blank training outline
  • Sample copy of re-formatted Self Assessment
  • CD-ROM containing reproducible content
  • Microsoft PowerPoint presentation
  • Certificate of achievement template
  • Training evaluation template
  • Overhead transparency masters: tear-out pages from the back of the facilitator set that you can copy to create your own overhead materials
  • Convenient 3-ring binder format

Self Assessment contents:  

  • Assessment  
  • Pressure-sensitive response form  
  • Interpretive information  
  • Action planning

About the Author

bruce matza bio picBruce R. Matza is an expert in executive leadership, staff and customer retention and customer service. He has more than 35 years of experience with many brands and is the author and creator of Becoming a Customer Service Star, which was originally designed for Walt Disney World. He is a well-known speaker, seminar leader and facilitator. He serves as a strategic planning facilitator and advisor.

 

More Resources:

 

REACH "STAR-LEVEL" SERVICE

Becoming a Customer Service Star

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