What is 5-Star Customer Service?
Did you know it takes up to 12 positive experiences to make up for 1 negative experience? This training will bring your internal and external customer service to the next level by identifying behaviors that go beyond just customer service, but rather can elevate the entire customer experience. The impact of 5-star customer service has substantial benefits including: repeat and referral business, reputation and branding, greater business profits, positive morale, higher engagement and retention of employees.
The purpose of this training is to show the business case for exceptional customer service and provide a road map to creating a culture of exceptional customer service in your organization. Participants will receive simulated customer complaints and be challenged and trained to respond.
5-Star Customer Service is available in person at our training facility in Grand Rapids, Michigan, in a virtual training format, or onsite at your company anywhere in the country.
Who is it for?
What You Will Learn
This 4-hour training is completed in one session virtually or in person. In this training you will cover:
- The Impact of the Customer Experience: The numbers don’t lie, and when it comes to customer service countless statistics reveal the massive impact that good service vs. bad service can have on your entire business. This training will review these facts and dive into specific examples of what good and bad customer service looks like.
- Handling Complaints & Bad News: There will always be times when you or your team encounter an upset customer, need to handle a complaint, or even have to deliver bad news to a customer. Participants will learn a step by step process to follow so that these important moments of customer interaction can actually turn a negative into a positive.
- Strategies for Phone, Face to Face, and Digital Service: Today we interact with customers in a wide variety of formats, each with its own nuances and challenges to overcome. This training will review best practices across communication formats and specific challenges to watch out for.
- 4-Step Process for a Culture of Excellent Service: Participants will learn a 4-step process that can be applied to a team or across an entire organization to foster a culture of excellent service. The 4-steps include: define it, teach it, measure it, and reward it.
Benefits of 5-Star Customer Service
There are many benefits to bringing 5-Star Customer Service into your workplace, such as:
Customers tell an average of 9 people about an outstanding customer experience vs. 16 people when they have a bad experience. Create a culture of service at your organization to build your word of mouth brand!
HRCI
This training offers 4 credits
SHRM
This training offers 4 credits
Program Details and Registration
For multiple session training events, only the session start date will appear while registering.
Check Upcoming Sessions below for all session dates.
To view scheduled offerings of this program, see the dates below.
Online registration is temporarily unavailable, please contact our team at 616-608-9684 or alec.mcguire@frontlineon.com to register for this event.
Custom Solutions
Receive Customized Training
We offer customized training, both in person and virtual, for teams across the country. If you’d like a customized training on 5-Star Customer Service for your team, contact us today.
Frequently Asked Questions (FAQ)
No. In fact, we will spend more time about the why it’s important to understand customer service vs. customer experience and can consult with you personally on ideas to collect customer feedback.
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