Approximately 73% of the economy is populated with organizations in the “service sector.”  Yet, “service” continues to be the most misunderstood and neglected skill dispensed across service counters today.

This workshop will challenge the understanding and competence of even the most seasoned customer service agent.  Using the latest neuro-psychology research into the mind of the consumer (How Customers Think by Zaltman), the attendee will learn the profound implications of tone of voice, visual aids, voice mail options and a myriad of other customer service contact points.

Skills Presented:  (1) How to design organizational structure so extraordinary service is defined and rewarded, (2) How to emotionally respond to customers in both face-to-face and remote communication, (3) How to “brand” service so predictability is established, (4) How to effectively respond to angry customers, (5) How to negotiate win-win solutions with customers, (6) How to lose a customer and move on and (7) How to make customer service part of the annual performance review—with the customer having a voice in the process.