Is the customer always right? To survive in today’s competitive marketplace, we must deliver on the 4 Rs of customer expectations. Both our internal and external customers expect responsive, reliable, and results-oriented service based on a positive working relationship. The success of any organization comes from its ability to deliver on this promise and provide exceptional customer service that results in repeat business and happy customers.

The Five Star Customer Service System™ will give you the skills and confidence to win new customers, retain existing customers, and deal with those everyday difficult customer situations. You will delight your clients with your customer-oriented focus, and you will impress your organization with the results you will achieve.

This workshop is ideal for all levels of customer service representatives and support staff in any organization, including retail, call centers, government, and service industries. You will learn the Five Star Customer Service System™ and how it will help you build a world-class customer-focused organization.

What You Will Learn:

Customers
	Determine the elements of customer service excellence
	Identify your customers, both internal and external
	Identify the top ten customer service complaints about your organization
Customer Needs
	Identify the two types of customer needs
	Exceed the expectations of your customers
	Create a customer service mission statement for your organization
Communication
	Identify your personality style
	Identify the personality style of your customers
	Adapt your personality style to improve customer service
	Develop the four qualities of a great communicator
	Improve your speaking skills
	Remove the obstacles to communication
	Use active listening skills
	Use the 12 techniques to create positive impressions on your customers
Customer Care
	Recognize the five types of difficult customers
	Manage difficult customer situations to everyone’s satisfaction
	Implement a personal stress management plan