Our team of experienced leaders in sales, marketing, call center management, training and development will evaluate objectively each customer touch point in your process, defining each department's role in the overall service delivery process. We believe contact centers that implement and focus on a customer centric approach to the overall service delivery work more effectively because the whole organization becomes involved and accountable for the customer experience.
 
Customer Service 101 is a division of Evans Consulting Group focused specifically on customer service training and development. We offer customized customer service training programs to meet your organization's specific needs. Depending on your training requirements, we offer instructor-led workshops at your site or develop programs for your team to deliver.

Sherry Redden Evans, managing director of training & development, is recognized in the customer service community as a leader and is an accomplished speaker in the dynamics of customer service delivery within organizations. Sherry and her team will be with you every step of the way from the needs analysis to post assessment follow-up to ensure the success of the program.


SELECTED WORKSHOP DETAILS
Customer Service 101

Internal Customer Service for the "INTERNAL" Support Representative

Workshop Purpose:

To identify essential behaviors and skills to help create an environment of excellent internal customer service and support that will build customer confidence and credibility within the IT/Support Department.  You will discover how well you practice the BEHAVIORS that constitute excellent internal service and IDENTIFY areas to improve YOUR internal service skills.

Learning Goals:

  • To learn how internal service differs from external service.
  • Understand the impact the IT/Support Group has on the bottom line.
  • To understand the multi-faceted role of an internal provider.
  • Enhance questioning and listening skills to solve problems and build customer confidence.¬†
  • To learn behaviors that comprise effective internal service and how participants are practicing those behaviors.
  • To plan for improvements in internal service.

Workshop Details:

  • Four-hour workshop / plus one-hour post workshop skills practice (for those who choose to participate) using applicable work scenarios from your organization to practice the new listening skills and identify any roadblocks to your specific service delivery.
  • Audience: this workshop is developed¬† for the service/support representatives who are responsible for problem solving and service delivery.
  • Maximum of 15 attendees per class.
 
 
 
 

 

NOTE: Please fill out the following form completely in order to request more information about this workshop.

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