A Proven Choice Across America
Best Practices Face-to-Face, Phone, or Email
"The premier customer service training available."
Senior Executive, Fortune 500 Company
Programs Benefitting More than 445,000 Professionals
Consistently rated "highly useful" by participants
PROVEN RESULTS. Every case measured shows improved customer metrics.
CUSTOM. We use your scenarios and vocabulary in our session.
SEASONED FACILITATORS blend professional experience with specialized knowledge of customer service, adult learning and organizational development.
Customer Service Training
(Adjusted to your needs)
1) Introduction. Insights about the people-side of service
Service is about managing customer perception (not always reality)
Why some don’t complain to us, yet talk badly about us to others
Science behind building positive perceptions, one exchange at a time
Beyond customer satisfaction: how to invite customer loyalty
Importance of being professional always — your personal “brand”
2) Professional Balance.
I can give customers a great experience only when I’m in balance myself
Assessing my own predictable behaviors when I lose balance
Tools to maintain balance for myself and team
Being in charge of my own stress management
How to handle it when I’m the “target” of an out-of-control customer
Respectful professional behavior is not a mystery
Increasing my capacity for solving problems and making decisions
3) Managing Imbalance in Customers and Coworkers.
A self-description model creates practical awareness about human behavior
How to assess when customers or coworkers are stressed
Matching a customer's stress behavior with the right approach
Effectively handling difficult customer behaviors
How to move on when the person has regained balance
Ways to add value while managing customers’ stress
4) 4 Habits to Remain “Professional Always."
2 thinking habits & 2 doing habits to stay a balanced, respectful professional
One powerful attitude of consistently positive professionalism
One powerful mindset of consistently effective professionalism
My professional "brand:" 6 important personal commitments
Respect: 3 specific ways to show respect and care even “when I don’t feel like it”— It’s not about how I feel; it’s about how I behave!
5) The Service Excellence Flow.
Specific practical steps to manage each customer interaction with excellence
Always begins with my professional “brand”
Connecting well: 2 essentials that impact customer perception
Listen & serve:
Effective communication tools and probing to understand
How to say "no"
Key words for important moments
Tips & techniques (language barriers, talkative people, etc.)
Closing well: 3 key habits to create loyalty & future trust
6) Additional Best Practices—as needed
Internal customer service tips and tools
Coherent communication tools for individuals and teams
Email effectiveness and best practices
Change and transition management insights
7) Follow-up and Reinforcement Resources
KEY TO OUR CUSTOMER SERVICE TRAINING'S SUCCESS is a uniquely effective interpersonal behavioral model. Participants learn how stress affects relating behaviors--theirs, in coworkers, and in customers. This understanding is the key to professionalism & exceptional service!
Participants commit to:
(1) staying balanced as a respectful, professional problem-solver;
(2) regaining balance quickly when stress takes its toll; and
(3) recognizing stress patterns in others and helping them regain balance.
The Value of Live Onsite Customer Service Training
Why is Davis-Mayo Associates committed to delivering our customer service training programs in person--live onsite--rather than remotely through online training, DVD or video?
CUSTOMIZED & INDIVIDUALIZED. We customize the program to fit your needs and the outlook of participants. Scenarios, examples and role plays are taken from your organization’s experience (through our pre-session preparation with you). Your language is employed; your challenges are addressed.
GROUP INTERACTION. Small groups create an opportunity to share and resolve issues. Larger group discussions instill understanding and overcome resistance.
Rapport, trust and team thinking emerge
Participants become active problem-solvers
Participants discover ways to support one another
The group often “brings along” resisters
Opportunities for collaboration and application appear
LEARNING IS “CAUGHT.” Questions can be answered. Discussion leads to new awareness among participants. Feedback to facilitator provides opportunities for clarification and application. Best practices are shared among participants.
This is the only way to change “attitudes” as well as behaviors
Knowledge transfer is richer
Impact leads to better retention and on-target application later
Areas of participant interest are addressed on the spot
FACILITATOR IS PART OF THE PROGRAM. The facilitator models the content. A good facilitator helps people shift their attitudes and behaviors, in addition to merely passing on skills.
What makes live customer service training worth the investment?
Immediate real-life application.
Opportunities to learn and apply by asking questions.
Synergy and humor: the ah-ha and the ha-ha factors.
Inspiration and motivation.
Interaction and human engagement.
Connection and commitment.