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Creating Value
          Customer Experience Management

This seminar will help participants increase their customer service skills, develop a greater appreciation of customer value and raise the quality of the service they provide to customers.

Seminar Length: Two hours minimum. Full seminar: One full day.

The seminar includes written individual and group exercises, group discussions, group activities and business simulations, designed to create a highly-effective learning experience.


Seminar Topics:

  • Understanding the value of quality customer service
  • How customers perceive you and the importance of customer perception
  • The Customer Experience Management (CEM) model
  • Customer service Moments of Truth
  • Treating customers as guests
  • The power and value of a positive attitude
  • Giving quality customer service when you don’t feel like it
  • Taking care of yourself and your customers
  • How to say no the right way
  • The fine art of gently resetting customer expectations
  • Your role as a customer consultant
  • Dealing effectively with irate and off-the-wall customers
  • Quality customer service and the customer from hell
  • Choose to respond rather than react
  • The value of empathy
  • The most common reasons customers complain
  • Negotiating win-win solutions to customer service dilemmas
  • The team of you and your customer
  • The importance of keeping promises
  • Customer styles & customer service styles
  • Valuing your opportunity to serve
  • Having fun and enjoying your work

Participants in this seminar
will learn:

  • How to deliver quality customer service
  • To assess their customer service skills and attitudes
  • To think creatively in solving customer problems
  • How to close the feedback loop in helping customers
  • To look at each customer encounter from the customer’s point of view
  • How to stay calm and effectively deal with irate customers
  • How to do an emotional reset after dealing with negative customers
  • How to maintain a positive attitude, day after day

Who should attend this seminar?

  • Managers
  • Employees at all levels

The seminar can be customized to meet the requirements and the skill level of your group.

Contact us to schedule a customer service seminar for your group.

Multiply the value of this seminar with an in-depth Customer Service Assessment

Everyone has his or her own communication style. Our Customer Service Assessment is based on the DISC behavior model and provides a simple model for understanding each participant's individual approach to customer service and customer communication.

Prior to the seminar, each participant completes a survey and receives a 10-15 page report including:

  • An in-depth analysis of his/her communication style
  • Insights into how he/she deals with customers and their problems, and tips on how to be more effective
  • An action plan for improving his/her approach to dealing with customers

The personalized reports and group interaction based on the assessments add tremendous depth to the seminar.

More on our personal development assessments...

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1425 Market Blvd, Suite 530-250 Roswell, GA 30076 (Atlanta) 770-642-9298
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