Performance Improvement for Customer Service Teams:
A Workshop on
Enhancing Customer Experience
Customer Service is the backbone of any successful organization. However, Customer Service teams often face unique challenges, such as handling difficult customers, managing high volume calls, and maintaining consistent service levels. This interactive workshop is designed to help Customer Service teams improve their performance and enhance the overall customer experience.
During the workshop, participants will:
- Learn best practices for handling challenging customer interactions and turning negative experiences into positive ones.
- Develop strategies for managing high volume calls, including time management techniques and effective call handling protocols.
- Discover techniques for improving communication skills, including active listening, empathy, and clear communication.
- Explore ways to measure and track performance metrics, including call volume, average handling time, and customer satisfaction.
- Develop an action plan for implementing performance improvement strategies within their team.
The workshop will be led by Beverly Hathorn, Certified Project Manager and HR Professional with over 30 years of experience managing, coaching, and developing Customer Service Teams. She will provide engaging activities, real-world examples, and opportunities for group discussion and reflection. Participants will leave with a deeper understanding of how to improve their team’s performance and practical tools for enhancing the customer experience.
Whether you’re a Customer Service Team leader looking to boost performance metrics, a representative seeking to improve communication skills, or anyone who wants to provide better customer service, this workshop will provide valuable insights and actionable strategies.
Would you like to bring one of these workshops to your organization?
Customer-First Culture: A Workshop on Improving Customer Satisfaction and Loyalty
In today’s competitive business landscape, customer satisfaction and loyalty are essential to long-term success. However, many organizations struggle to create a customer-first culture that prioritizes the needs and wants of their customers. This interactive workshop is designed to help organizations develop and implement a customer-first culture that drives customer satisfaction and loyalty.
During the workshop, participants will:
- Explore the benefits of a customer-first culture and how it can impact the bottom line of the organization.
- Learn how to define and identify customer needs and expectations, and how to align business processes and strategies to meet those needs.
- Develop strategies for improving customer communication and feedback, including effective listening skills and customer feedback mechanisms.
- Discuss the role of leadership in fostering a customer-first culture, including how to communicate the importance of customer satisfaction and loyalty to employees.
- Learn how to measure and track customer satisfaction and loyalty metrics, and how to use that data to continuously improve the customer experience.
The workshop will be led by Beverly Hathorn, Certified Project Manager and HR Professional with over 30 years of experience in the Customer Satisfaction arena. She has led Customer Service Teams and developed and implemented Customer Satisfaction initiatives. She will provide engaging activities, real-world examples, and opportunities for group discussion and reflection. Participants will leave with a deeper understanding of how to create a customer-first culture and practical tools for improving customer satisfaction and loyalty within their organization.
Whether you’re a small business owner looking to improve customer retention, a marketing professional seeking to enhance customer engagement, or anyone who wants to create a customer-centric culture, this workshop will provide valuable insights and actionable strategies.
Would you like to bring one of these workshops to your organization?
Discovering DiSC: A Workshop on Understanding and Applying the DiSC Personality Profile
The DiSC Personality Profile is a tool that helps individuals gain insights into their own behavioral style and how that style relates to others. It can be used in a variety of settings, including personal and professional relationships, team building, and leadership development.
This interactive workshop is designed to provide participants with an in-depth understanding of the DiSC personality profile and how to apply it to their own lives. During the workshop, participants will:
- Learn about the four primary behavioral styles represented in the DiSC model (Dominance, Influence, Steadiness, and Conscientiousness) and their associated traits and tendencies.
- Discover their own behavioral style through a self-assessment, and explore how their style may influence their communication, decision-making, and relationship-building.
- Explore the strengths and challenges of each behavioral style and how to adapt to work more effectively with individuals who have different styles.
- Gain practical strategies for leveraging their own strengths and managing potential blind spots in their behavioral style.
- Develop an action plan for applying the insights gained from the DiSC profile to their personal and professional goals.
The workshop will be led by a Certified and experienced DiSC Facilitator, who will provide engaging activities, real-world examples, and opportunities for group discussion and reflection. Participants will leave with a deeper understanding of themselves and others, as well as practical tools for improving their interpersonal relationships and communication.
Whether you’re a manager looking to build a more cohesive team, an individual looking to improve your personal relationships, or anyone who wants to gain a deeper understanding of human behavior, this workshop will provide valuable insights and actionable strategies.
