Customer Service

The Course Objectives

By the end of this workshop you will have accomplished 3 objectives:

Customer Service Attributes
Reflect and identify your own customer service attributes to identify development areas where you can enhance your effectiveness.

Customer Service Principals and Practices
Explore a range of customer service principals and practices that can assist you to harness your team’s potential as well as your own.

Action Planning
Formulate an action plan with clearly defined steps that will allow you to translate what you have learned in your daily activities.

customer service training



The Course Agenda

The day will be mapped out as follows:

9:30am to 11:00am
  • Introduction to the Course
  • IMX Profile Debrief
  • Genius Behaviors
  • Genius Motivations
  • Defining Service Quality
11:15am to 12:45pm
  • Five Cs Attributes
  • Connecting with Others
  • Building Customer Trust
  • Personal Work Attitudes
  • Attitudes Vs. Skills
1:30pm to 3:00pm
  • Problem Solving
  • Complaints Handling
  • Relating to Others
  • Moments of Truth
3:15pm to 5:00pm
  • Work Ethic
  • Changing the Culture
  • Action Planning
  • Implementation

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