One the newest and most popular training sessions in the HCBA series is Service first: Customer Service Excellence. This four hour training can be provided as two 2 hour programs to convenience the employer and staff. With the two separate sessions, employees have an opportunity to apply their skills between seminars. And, two sessions reduces the time employees are away from their jobs. This dynamic programs emphasizes recognizing customer needs and satisfying these needs. The key to business retention and success are referrals and return clients who feel their expectations have been exceeded. For the employer, the level of customer service usually appears in the financial bottom line. The causes of poor client service are often complex and difficult to identify. Poor morale, lack of training, loyalty, or commitment to the business, and stress may all influence the quality of your company's customer service to clients. The positive news is that this can be changed! Service levels to your client can improve. Interestingly, research indicates that by simply addressing many of the key issues with customer service staff, employee turnover can be reduced, productivity can increase and companies are able to attract a higher level of employees. The training program covers the following areas. Customer Service What do customers want A customer service to do list Packaging success Creating customer satisfaction: If you build it, they will come Communications Attitude is everything Telephone skills Dealing with irate clients Business Etiquette Listening and hearing Personal and Professional Development Controlling job stress Dealing with change Battling burnout Working in groups Team skill building How to set and reach goals Character building Be your best Make yourself great!! From the course: "As a Customer Service Professional your mission is to serve and satisfy customers. Your products or services may not vary much from your competitors, and the cost differential isn't all that great either. The biggest variable in the customer equation is you, the person who gives the service. When and how it is given can tie a customer or client to your business for the future, lead to more business because of referrals, or send them shopping for a better value or a friendlier environment. Customer satisfaction is a curious commodity. You can't bottle it or sell it, yet it needs to be a part of every client transaction. It's something you are expected to provide, yet it's defined solely by the individual customer. What satisfies one will not necessarily satisfy others. Not only does every client have a different service expectation, but a different level of expectation as well."

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