Competition is fierce in the marketplace and often the real difference between success and failure is the level of service you provide. As an employee your knowledge in dealing with customers can provide you with valuable skills and enhanced employability. While customers consider price to be important, they often base their buying decisions on the level of service they receive or expect to receive. Employees are one of the most valuable assets to any company because they are the “face of the company” who often deal with the customer first. This workshop will help you identify the role you can play in helping an employer execute their customer relations strategy. You will also learn how you can effectively deal with difficult customers, and how you can play a role in setting and executing a high level of customer service standards. By the end of the day you will have acquired new customer service skills which will help you in your current and future employment.
Identify internal and external customers
Define excellence in customer service
Outline customer service standards
Describe and successfully utilize two-way communication
Identify ways that you can enhance customer loyalty
Develop a clear understanding of customer service to the “bottom line”
Effectively handle challenging customers (turn them into loyal supporters)
Enhance your employability with knowledge and practical skills
9:00 am – Event check-in, coffee/tea/water served 9:05 am – Speaker presentation and hands-on activities 12:15 pm – 45 minute lunch break (bring a bag lunch or visit one of several local restaurants within walking distance) 1:00 pm – Speaker presentation and hands-on activities resume 3:50 pm – Event wrap-up, gather event feedback
Diane Berreth has spent the last 25 years working with small businesses. She holds a Bachelor of Commerce degree from the University of Saskatchewan, an MBA from the University of Calgary and is currently studying the ever-evolving social media communications at Mount Royal University. Diane consults and mentors small businesses from a variety of backgrounds including manufacturers, food producers, retail and a wide array of service businesses.
When she is not counselling and mentoring business owners, she consults for Olds College, Bow Valley College and SAIT in their business programs. She instructs marketing, management, customer relations and sales, business communications, strategy, and economic development courses. Her students have said she is “engaging”, “relevant”, and appreciate the hands-on approach she brings to her students.
Her workshops are designed to be interactive and you will not find yourself simply listening to someone lecture for hours. You will gain valuable and practical knowledge that you can implement immediately into your business. She likes to make her knowledge and network of small business resources available to all the individuals she meets.