Extraordinary Customer Service

Dering Consulting Group
Training overview
Corporate / Group Training
Start dates
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United States of America
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Dering Consulting Group

Course description

Extraordinary Customer Service

Extraordinary Customer Service helps participants identify their customers, both external and internal, and their needs and expectations. Dering guides the participants in examining the customer service practices of exceptionally successful organizations. Participants learn about the "moments of truth" and identify examples of shining and dull customer service for their organization. Seven professional customer service skills are introduced and practiced in interactive exercises. Dering introduces participants to a customer service toolbox and learn how to use active listening and effective questioning techniques to meet and exceed customer expectations.

Extraordinary Customer Service also covers effective telephone techniques and the use of positive language. Participants learn strategies for handling angry customers in a way that diffuses anger so that problems can be resolved. Participants leave Extraordinary Customer Service with a positive customer service attitude that enables them to advance from front-line customer service excellence to a complete customer service culture.

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Training content

At the conclusion of Extraordinary Customer Service participants will be able to:

  • Explain the importance of customer service.
  • Describe moments of truth, and their importance in creating dull and shining customer service events.
  • Identify critical moments of truth in daily customer service activities.
  • Explain the components and dimensions of customer requirements.
  • Describe the seven key skills for professional customer service and how these skills are demonstrated on the job.
  • Identify active listening skills and questioning techniques that increase communication effectiveness.
  • Identify ways to develop and keep a positive customer service attitude.
  • Describe strategies that help in maintaining composure when interacting with angry customers.
  • Explain techniques for providing friendly customer service over the telephone.

About Dering

Dering Consulting Group

As a firm that focuses on assisting our client partners with their employee performance needs, we leverage an extensive curriculum to design, develop and deliver learning/team building experiences that drive increased collaboration. We also integrate targeted assessment strategies and professional...

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Contact info

Dering Consulting Group

2157 Market St.
17011 Camp Hill Pennsylvania

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Average rating 5

Based on 2 reviews.

Lynn was fabulous! Really enjoyed the training and with interactive exercises kept me attentive and focused.
Very good training. Knowledgeable trainer who related all info to us and our duties. Liked the addition of Outlook and time management. Good activities. Thank you!!
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