LifeBalance Enterprises
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Customer Service: the Service Difference

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Description

LifeBalance Enterprises aims to provide the best workshops and retreats that you have ever participated in. Period.

We design each session with an eye to how adults learn and grow, maximizing retention and presenting participants with the life skills that enable them to be part of the solution instead of part of the problem.

About Us

Kim Langley and Bill Miller are expert Speakers, Trainers, and Retreat Leaders. They offer creative and skill-building programs to professional organizations, social service agencies, schools, and faith communities.

Customer Service: the Service Difference

Posted on July 15, 2013 by Kim Langley

Customizable to emphasize relationships with internal or external customers or both, participants will walk away from this highly rated seminar knowing at least 4 things that research on customer service reveals about what our customers and clients want. Tips will be offered on how to get an A on your client’s “service report card” by offering not just core service but The Royal Treatment.

Participants will learn the importance of the “moments of truth” in which this single encounter defines our whole organization in the client’s mind. We’ll practice how to use the human business model for increased customer satisfaction and how to end the interaction with a Positive Close.

We’ll rehearse defusing skills that will help participants to lead the difficult person off a “rant” and on to business. These defusing skills help associates to deal with their own emotions and stay “unhooked” by the customer’s toxic energy, while assisting the upset client. Skills learned will include Reflective Listening, Empathy (I Felt/I Feel), Reframing, Service Recovery in handling mistakes, making an effective Apology, Escalated Concern, and Selective Agreement.

Video segments on the power of complaints (if time permits, usually in the 6 hour program) with brainstorming to improve an organization and its services can be facilitated. In all programs, including the shorter than 6 hour version, a step by step method for offering customers the “royal treatment” will generate discussion and model professional skills.

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