Customer service is all about attitude and communications. Service providers, for the most part, understand what is considered good customer service. In many cases other factors are putting stress on providing good customer service. These stress factors include:

• Systemic processes and procedures
• Technical limitations
• Organizational culture
• Relationship with the supervisor/manager

Before embarking on a comprehensive customer service training initiative, evaluate poor customer service causes rather than symptoms. Benchmarking current customer service satisfaction levels is an important step in establishing what areas need to be addressed.

At the conclusion of this customer service skills workshop participants will be able to:

• Use behaviors that match those of the customer and avoid stress creating behaviors.
• Describe what people remember in a customer service relationship.
• Use appropriate telephone and active listening techniques.
• Apply a quick fix - risk analysis and the "unintended" consequence.
• Craft solutions that satisfy the customer and the organization.
• Frame "no" in a way that gives direction.
• Clarify the service agreement "contract" with the customer.
• Understand internal and external customer stress.
• Use techniques to refocus irrational conflict behavior.