Customer Service: The big 5 competencies

The training is based on the philosophy that the common denominator in any organizational community is RELATIONSHIPS. The workshop will give you some practical tools and techniques that will help you improve your ability to build relationships with customers using the big 5 competencies. The entry points of the webinar are as follows:

DEVELOPING A THOUGHTFUL CUSTOMER SERVICE PERSONA

Learning Objective

understand how to use the big 5 skills for outstanding customer service

Learning Outcome

develop thoughtful relationships with customers based on an understanding of the big 5

Topics:

  • Introduction, agenda and outcomes
  • The big five competencies
  • Do I know the big picture?
  • Do I know how to establish an authentic connection?
  • Do I know how to deliver timely, accurate, and thorough service?
  • Do I know how to value and respond to unique needs?
  • Do I know how to repair and strengthen customer relationships?
  • Your action plan

self-study (3 hrs) - customer service

The self-study program contains the same content as the webinar with asynchronous interaction between you and the facilitator. Participants are required to thoughtfully engage with the content through written responses, an explicit statement of their goal, and an action plan.

The self-study program can be used to engage a team or your whole company in building competency for outstanding customer service.

Three ways to use the self-study program:

  • 1-on-1 training - $155 Self-Study Registration - Customer Service
  • group training with team discussions led by specific group members - starting at 20 per person
  • add custom content that reinforces existing codified core values

 

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