IMPA Workshops

Training opportunities for municipal electric communities

IMPA Workshops

Training opportunities for municipal electric communities

 

Customer Service Excellence: Above The Line Service Workshop

To really understand what seperates excellent service from average service, all you need is a line. That’s right...a simple line. Excellent service
is above the line, and average service is below the line.

While we each have a personal line by which we judge customer service success, there are some behaviors that are undeniably above
the line, including problem resolution, a customer care mindset, empathy and resiliency. How we
deliver on these behaviors creates a “feeling of service”, whether good or bad, and that feeling
can impact your relationship with the customer, the company’s reputation, and ultimately your
company’s success.
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Participants in this session will learn how to:
• Approach customer’s request in a consultative, solution-focused way
• Deliver excellent service in an “ALL IN” mentality with genuine care for your customer
• Pick up the emotional cues of others and respond appropriately
• Bounce back from a tough customer encounter and manage emotions in an effort to respond instead of react

‚ÄčRegistration is now available.
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