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Mark Isaac
Gorman Business Consultants
921 Hall Ave. 2nd Floor
West St. Paul, MN 55118
(651) 450-2328
Cell (651) 253-9128

mark@gorman
business
consultants.com
www.gorman
business
consultants.com

Contact in Nigeria:
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Olumide Ojo
080-2326-2602
080-5550-0992
080-2310-5041

 

QUALITY SERVICE EXPERIENCE

CUSTOMER SERVICE EXCELLENCE
MASTERING THE ART OF SERVICE

Who's it for?

All employees will benefit from this workshop. The entire workforce will learn that everyone is our customer.

Quality Service Experience is a…

Seven Slight Edges workshop:

• The “Seven Slight Edges”; the seemingly little things that make a big difference in your quest to keep the customers you've got. Big Picture Thinking, Courage, Effort, Faith, Economics, Ask Affirming Questions, and Be of Service.

Quality vs. Exceptional service workshop:

• Learn that 60% of customers will terminate a relationship with a company based on a bad customer service experience. Exceptional service will win them back but, Quality service will prevent the mistake from happening again.
• Attitudes vs. Skills workshop:
• Sharpen the Skills you already have while tapping into the Attitudes of great service.
• Understand the ‘Why' behind great service.

Participant-driven workshop:

• Everyone's opinions matter.
• Participants feel good about contributing to the group.
• Group participation builds stronger teams.

Communication workshop:

• Master the skill of ASK/LISTEN/RESPOND.

Why is it so successful?

Quality Service Experience is a “Big Picture Thinking” workshop. The participants may have the ‘know-how' to deliver service but, it's ‘know-why' that will drive them to great service. This workshop shows them the big picture of what great service means to the customer, the company, to their co-workers and to themselves. What the participants learn will benefit them personally as well as professionally; they feel like ‘human-assets.'

How is the program delivered?

In a dense one-day workshop, the participants will do exercises, engage in discussions and role play to increase their retention. The program is lead by Mark Isaac, a professional facilitator with over twenty years experience training on topics such customer service, communication, time management, and leadership.

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All Rights Reserved