September 14, 2021 @ 7:00 am - 4:30 pm
MCA-Omaha Training Room
7561 Main Street, Suite 408, Omaha, NE, 68127
7:00 AM Breakfast
7:30 – 11:30 AM Customer Service Session (Morning Session)
11:30 AM – 12:30 PM Lunch
12:30 PM – 4:30 PM Developing a Value Proposition (Afternoon Session)
Customer Service Session
(7:30 – 11:30 AM)
Why focus on great customer service? Is it for me? Who are the most important people? We will explore indifference, communication, first impressions, perception, and rapport. The class will then review expectations, how to be proactive, tools for working with difficult customers, and finally spend some time practicing the skills on how to communicate with customers and making a customer service plan.
Developing a Value Proposition
(12:30 – 4:30 PM)
Develop a continuous plan for quality from beginning to end!
Learn how to establish Touch Point Analysis for standard service calls and how to develop the analysis for other parts of your business. We will also discuss the importance of engagement for the entire team, measuring and monitoring the process, and making changes as you go. Finally, we will explore ways a new plan can be rolled out with enthusiasm and what is sure to happen if the team as a whole is not engaged and on board with changes.
Registration will be available in August.
Questions? Contact Michele at 402.305.8969.
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