Employees in an organization’s customer service department are in a position to influence customers’ opinions and perceptions of the entire organization. Because of their importance to the company, these employees must be well-trained and well-informed. This course stresses professionalism, responsibility and accountability, and a sense of team work. It emphasizes the individual employee’s important role in serving the end-use customer, internal customers, and fellow employees.
The course includes an introduction/refresher to the basics of service and reminds attendees to “see” things from the customers’ viewpoint. Various portions of the class call on the attendees to reflect on their strengths and opportunities for improvement. The course focuses on the characteristics of a great service provider and core communication skills including listening, verbal, and non-verbal skills.
What Participants Will Gain:
Participants will leave the Exceeding Customer Expectations Course with a new understandings and skills:
An understanding of the psychology of the customer service experience from the customer’s viewpoint
The ability to create dramatically positive experiences that exceed customer expectations
Analysis skill to evaluate the Communication Cycle and to employ it in their interactions
A secure sense of the importance of their performance to the company and to its customers
Who Should Attend
Exceeding Customer Expectations is a great course for new employees and for more seasoned employees who may need to refresh or revitalize their skills. The course is highly interactive, with lots of attendee participation. To reinforce the customer service skills emphasized in the course, participants will create an action plan to implement in their daily activity.
About the Instructor
Debra Ballard is a native of Macon, Georgia and graduated from Mercer University with a BA in Business Administration. She began her management career with Knight-Ridder Newspapers in 1974 where she worked in a variety of management positions for eight years. She then moved to Atlanta where she served as assistant division manager for ARA Transportation, supervising 425 AFL-CIO unionized bus drivers who transported 35,000 children for the City of Atlanta Board of Education.
Returning to Macon, Debra worked for Tri-County EMC, a non-profit electric utility cooperative, as Customer Services Manager. Over the next 12 years she served the utility in a number of capacities with responsibility for quality, service, marketing and public relations initiatives. She also served as Assistant General Manager and managed the cooperative’s subsidiary businesses.
Debra founded her business, The Ballard Group, in 1996. Her company provides consulting and training in a variety of areas, including leadership, customer service, time and stress management and marketing. Major clients include public utility companies, the United States Postal Service, the United States Air Force, Boeing, Northrup-Grumann, Anchor Glass, Blue Bird Bus Company, Riverwood International, technical colleges, chambers of commerce, government entities, small businesses, and non-profit organizations.
Debra lives in Macon with Mark, her husband of 37 years, and is also active with a number of charities and other community service organizations.