Design Your Organization’s Customer Service System

11/12/20 – 11/13/20

Recently, I was discussing customer service with a financial institution’s CEO. I asked her to rate their team’s performance providing experiences that develop long term customer loyalty. Her response was a bit humorous and startling: “Frequently we find excellent customer service is a Happy Accident dependent entirely on a team member’s personality. We need a consistent system.” Ms. M, CEO

Excellent Customer Service should not be a HAPPY ACCIDENT!!

This program guides your leadership team as they construct and implement a SIMPLE “customer service system” that is easily taught.

PROGRAM OBJECTIVE

Design your CS system: Identify desired CS principles and behaviors, teach and unite your team, implement your system, deliver EXCEPTIONAL service, and develop loyal customers.

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Who Should Attend

C-Level decision makers

Core management / supervisors

Business owners

Key organizational leaders

Prior to program:
Participants will have simple prework.

Following program:
Integrate your new CS system into your team’s “daily routine” with CEP’s support.

High Level Curriculum Review

Trainers: Wallace Long, LCSW, BCD and Diana Patel, MBA

11/12/20	COURSE INFO
8am – 8:15am	Check in, Coffee, Conversation
8:15am – Noon	STEP ONE: The Foundation Defining Critical Customer Service Principles
	The Power of Shared Principles Customer Service Paradigm Principles Behavior Your “Daily Routine” The Truth about Your Team Four Critical Questions for Your Team Critical CS Principles Edification Identifying Your Most Important Customer What Your Customers Really Want Mastering Your “Secret Weapon” Customer Alignment Dealing with Difficult Customers Reducing Staff/Customer Conflict
Noon – 1:15pm	Lunch on your own
1:15pm-4pm	STEP TWO: Designing Your System
	Identifying Your Team’s CS Vision Linking Behaviors with Vision Teaching / Educating Your Team The Critical Role of Accountability Creating a United Front

11/13/20	COURSE INFO
8am – Noon	STEP THREE: Implementation, Teaching Your Team, Accountability
	The Implementation Process Collaborative Goal Directed Leadership Shaping Your Team’s Daily Routing Setting Boundaries & Limits

This program can also be delivered internally in your organization. Call Diana Patel at (309) 264-1110 for details.

Registration Information & Payment Method

Phone registration: (309) 264-1110

Email registration forms to: diana@cepnetwork.com

Purchase Orders Accepted

Make checks payable to:
Continuing Education Productions, Inc., PO Box 383, St. Charles, IL 60174
Tax ID: 64-0844253

Classes conducted at:
Hyatt House | 210 W 22nd St. Oak Brook, IL 60523

Tuition: $895 includes TWO organizational leaders. CEP highly recommends sending two representatives.

Call Diana Patel at (309) 264-1110 for all program details.

Space is limited. Reserve your seat today!

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Classes conducted at Hyatt House
210 W 22nd St., Oak Brook, IL 60523