0306 - Outstanding Customer Service for the 21st Century

Course Description

“If you make customers unhappy in the physical world, they might tell six friends. If you make customers unhappy on the internet, they can tell 6000.” — Jeff Bezos of Amazon

Technology changes everything including customer service. With the rise of social media, the concept of ‘word of mouth’ is more powerful than ever before. An unhappy customer can tell thousands of people – and so can a happy customer. However, happy customers do not just happen by chance.

Today’s consumers have different expectations when it comes to customer relations. Organizations need to redefine their approach to customer service by creating an environment focused on providing outstanding customer service to keep their customers happy and loyal.

This workshop will explore today’s customer service challenges that businesses and professionals face and discuss real world strategies to help an organization become a leader in exemplary customer service. This is a great opportunity to train your staff at an economical price. 

Course Outline

Agenda:

• Customer Service Basics:
  • Strengthen/Grow
  • Customer recapture
  • Customer Satisfaction
• Customer Service and Technology
• What is Word of Mouth Today?
• Employee Empowerment
• Delivery Customer Satisfaction
• Focus on both New Customers and Existing Ones
• Systems

Learner Outcomes

Attendees will gain an understanding of: 

• customer recapture and satisfaction
• how word of mouth today can impact a company
• customer service techniques 
• methods and processes for employees. 
• customer service systems

Notes

A Public Service and Outreach Unit of the University of Georgia. Funded in part through a Cooperative Agreement with the U.S. Small Business Administration. All programs of the UGA SBDC are open to the public on a non-discriminatory basis. Reasonable accommodations for persons with disabilities will be made if requested at least two weeks in advance.