Course description
Commitment to Extraordinary Service
The Commitment to Extraordinary Service training program aims to cultivate a customer-centric approach by focusing on the mindset and abilities necessary to establish an organization's exceptional customer service culture. This training program is intended for front-line leaders and individual contributors and employs the LEAP model as its foundation. By utilizing experiential exercises, the program imparts practical skills that can be promptly applied in the workplace. Through the program, participants better understand customer experiences and expectations by putting themselves in the "seat of the customer." Upon completing the training, customer-facing employees acquire the knowledge and skills to earn customers' confidence and develop a "Trusted Advisor" relationship, become better listeners, demonstrate empathy and engagement with customers, take pride in their work, and improve morale, resulting in lower employee turnover.
Upcoming start dates
Who should attend?
Audience
- Individual Contributors
- Front-Line Leaders
Training content
Pre-Learning
- Leadership Address Video *
- Reflect on recent good and bad customer experience
Program
- Employee Customer Profit Chain
- Extraordinary Service: Guiding Principles
- Modes of Customer Communication
Intersession Activity**
Understanding Customer Concerns
- Active Listening
- Listening for Emotion
- Questioning Skills
- Displaying Empathy
Intersession Activity**
Addressing Customer Dissatisfaction
- Types of Dissatisfied Customer
- Act as a Trusted Advisor
- Ideal Outcome
Post-Work
- Action Planning
- 30-60-90 Day Action Plan Reviews *
- Virtual, Group Touchpoint Session *
Course delivery details
Formats
- In-Person - 6.5 hrs
- Virtual - 2 hrs x 3 Sessions
Why choose IPL?
Infopro Learning has a Customer Satisfaction (CSAT) Score of 98%
Infopro Learning has 9500 trainers across the globe
Infopro Learning was founded in the year 1989
Contact this provider
Infopro Learning
Infopro Learning is an award-winning workforce transformation consultancy that unlocks the potential of people to power business performance. As a global leader in talent development and managed learning services, Infopro Learning offers solutions that support the entire lifecycle of learning, from...