This one-day program offers customer information on service styles, how to deal with upset and difficult customers, utilizing phone power, and applying new customer service skills.

The reality of business today is that customers expect more than ever before. If they don’t get what they need or expect,  they freely and openly tell the world and often take their business elsewhere.  Furthermore, customer satisfaction today does not guarantee customer loyalty.

Consider this:

  • Customer churn is caused by feelings of poor treatment 68% of the time (Source: TARP)
  • It takes 12 positive experiences to make up for one negative experience (Source: Understanding Customers, Newell-Legner)
  • Customers who rate you 5 on a scale of 1 to 5 are six times more likely to buy from you again, as to if they rated you a score of 4.8 (Source: Telefaction Data research)
  • Up to 40% of customers who claim to be satisfied, switch suppliers without hesitation (Source: Forum Corporation)

This is both an awareness and specific skill building program designed to provide practical strategies to improve your own personal customer service effectiveness. You will also gain insight into your organization’s opportunities to expand beyond customer service and move into customer excitement and loyalty.

Participants will learn:

  1. Four customer service “styles” typically encountered and how they enhance or disappoint your organization’s service reputation.
  2. Dealing with Upset and Difficult Customers. Step by step proven formula that turns upset customers into your biggest fans.
  3. Phone Power- Proven strategies with greeting  (first impressions), closing the call, putting someone on hold,  call transfers, and moving the call along efficiently.
  4. Vital communication skills including email etiquette (“netiquette”), powerful listening, how to disagree, and how to deliver bad news.
  5. Difference between Customer Satisfaction and Customer Loyalty and how to move from just meeting expectations  to  customer  “Wow” experiences.
  6. Apply new customer service skills and concepts  to the challenges you and your organization presently face.

Managers, supervisors, and front line service providers who want to enhance their own effectiveness and the functioning of their organization in profit, non-profit and government settings. 


Date: Spring semester, date TBD
Time: 8:30 a.m. - 4:30 p.m.
Center for Corporate Education
301 West Main Street
Richmond, Virginia
Room B3189
Cost: $395 due in full at registration. A 10-percent discount is available at registration to VCU alumni and anyone who registers before ​October 15, 2018. Discounts can not be combined. Discount codes are provided at registration.

Cost includes breakfast, lunch, parking and all materials.