Service First!

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An Energizing, Meaningful
Customer Service Workshop Series
for Employees in Retail & Service Businesses

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WHY CUSTOMER SERVICE TRAINING? WHY NOW?

  • There is increasing competition in retail and all service businesses.
  • SQI “Customer Service” training builds individual employee awareness and helps shift attitudes to build a customer service culture within the team and entire organization.
  • Customer-focused teams build a competitive advantage for the business.
  • To win in our markets, we have to see ourselves as much more than being in the business of selling commodities or specific services – we need to shift our focus and effort to being in the CUSTOMER EXPERIENCE BUSINESS!

“Service First” is effective when used as:

  • a first-time overview of customer service principles and techniques OR
  • a refresher for staff already familiar with customer service principles OR
  • a discussion forum on how to enhance Customer Service culture!

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WHAT MAKES THIS TRAINING OF VALUE TO US?

  • Designed to:
    • Build employee morale, teamwork and communication
    • Change attitudes and behaviours of employees regarding service
    • Teach the art of customer service using a variety of techniques that engage participants and help them connect what they are learning to their own work environment
  • Core of program is 12 videos with associated facilitated discussions and exercises that highlight the essentials of great customer service and provide vignettes demonstrating poor and exceptional customer service.
  • Delivery is flexible and is given over a spaced schedule, e.g. weekly or bi-weekly.
  • Designed and written specifically for employees in a wide variety of job types, thus relevant to the varied businesses.
  • Service First teaches the skills to demonstrate quality service at the front line. It can be used as a stand-alone series or as companion to other SQI training programs.
  • Delivery from a professional facilitator engages the participants and enhances the concepts taught.

Training can be customized to make it most relevant to your organization and scheduled in short modular sessions for flexibility and convenience.

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