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Training
Invest in your people and your organization will reap the benefits! Customer Service Works focus is on building the right skills, attitudes and behaviours to change your “customer service representatives” into “customer service ambassadors”.
Customers today have choices, are knowledgeable and have high expectations for service quality. Companies seeking a competitive advantage are those recognizing the importance of powerful training and professional development for their employees. As companies continue to set themselves apart from their competitors through A+ service consistently delivered, the service bar will continue to rise. Those companies not evolving to meet this demand will see a decrease in market share as once satisfied customers are becoming loyal to someone else.
For your convenience, our training services include:
For a list of clients we have worked with, visit “Our Clients/Industries” page in About Us.
Attitude + Skills + Opportunity = Success An enthusiastic and knowledgeable facilitator, passionate about making every service experience memorable and relevant.
Interactive workshops with facilitation methods including:
- Facilitator led presentations
- Multimedia
- Small group teams
- Fun, interactive & impactful tools to support learning and development
- Individual skill practice and role-playing
- Case studies
- Games with aims
- Note taking, handouts and/or workbook exercises
- “Make it real” apply activities
- Daily success diaries
- “Personal Empowerment” game
The key to any successful customer experience is to individualize the approach. The same is true with “Customer Service Works” training services.
- Variety of service offerings provides options based on your needs and budget.
- Active learning facilitation design to engage all learner styles.
- Customized approach to fit your organization or teams’ individual needs at your organization or off-site.
- A modular training format to support progressive learning leading to increased retention.
- Provision of a needs analysis through to post-work follow-up and coaching options to increase a demonstrated change of behaviour.
- Development of customer-focused attitudes, skills and behaviours, leading to results.
Our learner-centred training workshops focus on skills training and development in the areas of people development, customer service, team building, and stand-alone modules.
We work with you before the workshop to customize examples making the content relevant. With every on-site workshop we bring to your company, participants will receive a workbook and certificate of participation. We use the workbooks throughout the training so participants walk away with a resource full of strategies and concepts explored during their learning experience to serve as a useful tool for future reference.
Training Workshop Summaries
Customer Service Works recognizes your need may be to have an in-house training program. Whether it is new employee training, customer or employee recognition programs, soft skill development workshops or a comprehensive series of learning modules, let us develop a program you can own!
Benefits:
Cost-effective because you own your professional development.
Content tailored specifically to your company’s needs, business and culture.
Includes:
Client consultation to determine needs and outcomes
Research and development
Draft materials
A minimum of one round of feedback
Modifications based on feedback
Pilot testing
Final materials developed
Once your program is ready, we are happy to facilitate your training and/or support your in –house trainers.
Deliverables:
Participant Guide
Facilitator/Trainer Guide
Feedback form
PowerPoint
Any activity requirements
If this describes you, contact us to discuss your needs.
"Customer Service Works provided several outstanding leadership-focused training sessions for Long View Systems. The quality of the development phase, instruction, participant materials and practical applications exceeded expectations. The content caused shifts in thinking and acting, while keeping participants inspired and attentive to the things that truly count. The participants took the learning and immediately applied the concepts to their leadership styles/approaches and have achieved real results. Thank you to Jayne Kowal for her delivery style, professionalism and fun-loving nature. She is a champion of learning and is truly dedicated to the success of each participant."
Sharlene, People Services Manager
A partnership in training philosophy providing your company an opportunity to be a licensed provider of Customer Service Works training workshops. We work directly with individuals you select in your company to prepare them to facilitate our programs to your employees.
M.O.T.I.V.A.T.E.
Designed for supervisors and leaders, this workshop explores eight concepts related to motivating and inspiring your employees, leading to increased productivity, teamwork, initiative, job satisfaction and effectiveness.
I Can Maximize My Time
Increase your ability to effectively manage time by creating a personal organizational system, leading to increased personal productivity, balance, wellness and decreased stress. This is a practical, hands-on workshop incorporating reflection, strategies and action plans designed to increase your effectiveness in organizing information, workspace and time.
I Can Coach and Lead
Be inspired, motivated and re-energized! Ideal in a retreat setting, this workshop focuses on two key components: searching self and leading others. Examine your attitude, values and behaviour, and how these directly relate to successful coaching. Increase your understanding of self-leadership and leadership styles, improve your coaching skills and learn how to motivate through recognition.
I Can Thrive
Redesign your mindset, reactions and life to manage stress positively and powerfully, creating a balance in health and wellness through five key areas of focus. Come ready to walk away with a better understanding of how to seek strength through stress, activate recovery strategies and employ sustainable healthy habits. A healthy habits workbook full of tools and strategies along with the workshop handbook are provided. Each participant attending a public workshop will also receive a FITTERFIRST fitball.
I Can Think Outside of the Box
Increase your ability to use creative thinking to solve problems and generate new ideas. Understand barriers to creative thinking and come away with new techniques and strategies to implement with your work team in this highly interactive workshop.
All About Customer Service
An introduction to developing customer service attitudes, skills and behaviours. Individuals working on the front-line represent the organization itself; ensure they are creating an organizational impression that will bring customers back!
3 Keys to Unlock a Positive Customer Experience
Further develop skills in three areas related to providing excellent customer service: attitude, actions and ability. Understand the impact of our attitude, values and motives on the overall customer experience, and common deadly service attitudes with strategies to eliminate. Explore communication, active listening, barriers and strategies for success. Understand the types of organizational culture, the key to communication styles and how personal and/or structural problems can create barriers to the customer experience.
The Customer Service Game
Treating customers properly is like playing a game of baseball: sometimes it is possible to do everything right and still not win! Your CUSTOMER SERVICE BATTING AVERAGE increases when all bases are covered the right way. You know you have SCORED when customers return because they have been treated well.
Making It Personal
Explore the concept of value as the foundation for success in customer services, sales and loyalty. Take your sales and service skills to the next level – understand customer needs, how to communicate value, learn about customer touch-points, how to add a personal mark, understand and apply a 5-step sales process.
Celebrating Customer Complaints
Our focus is to view complaints as an opportunity to build loyalty, versus the perspective of a “dreaded” occurrence with a negative connotation. A five-star approach is presented with strategies to effectively deal with customer complaints and problems. Explore the definition of a complaint, who complains (why and why not) along with benefits and opportunities for organizations. Gain strategies to assist in providing “wow” service recovery without taking complaints personally and ways to gain on-going feedback. If you ever deal with a complaining customer, this workshop is for you!
“Satisfied Customers are not Loyal Customers” - Building Customer Loyalty
Customer focus is the key to the survival of organizations today. Not only do organizations need to focus on attracting new customers, more importantly, they must keep the existing ones. Research shows it costs five times as much to acquire a new customer, as it does to retain an existing customer. This workshop addresses the need for responsibility to create customer loyalty at each level of the organization, with a one-to-one focus.
Building an Effective Team
What is a team? Explore the benefits, qualities and characteristics of a high performance team as well as elements for creating and sustaining a high performance team
“Hey, I Thought I Was a Valuable Member of This Team!” - Dealing with Team Conflict
Teams are known to progress through four-stages of development: forming, storming, norming and performing. At each stage, individuals may experience differing levels of conflict. The type of response dictates the degree of team success. This training will equip teams with the skills necessary to deal effectively with interpersonal conflict.
Use on their own or add to a training workshop:
Rewards and recognition; building a program
Developing a customer recognition program
Creating a service mission and vision statement
Personal /team goal setting related to service
Customer Service performance measurements
