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Customer Service Excellence: The Fundamentals


Date: November 6, 2013 (9:00 a.m. - 1:00 p.m.)
Location: Las Vegas, NV
Hotel: South Point Hotel & Casino (9777 Las Vegas Blvd South)
Tuition:   $250


A customer who has a good experience will tell three to five people on average. A customer who has a bad experience will tell eight to ten. Do you have what it takes to ensure your customers come away raving rather than ranting? This class will teach you what you need to know about the fundamentals of excellent customer service. Make sure to attend and learn the strategies to ensure that every customer is a repeat customer.

*DISCOUNT: Register for any 3 of the INFR sessions for $690 total; register for any 4 of the INFR sessions for $840 total. Call 800-992-4489 for more information or to take advantage of the discount.

T O P I C S   I N C L U D E
Customer Satisfaction
  • Why customer satisfaction matters
  • Increasing satisfaction
  • Meeting and exceeding expectations
Establishing a Customer Service Philosophy
  • Is the customer always right?
  • Identifying your goals
  • Evaluating your current performance
Customer Service Principles
  • “Moments of Truth”
  • Knowing customer needs
  • Points of encounter
  • Creating service standards
Dealing with Difficult Customers
  • Working with difficult people
  • Identifying potential problem points
  • Avoiding conflict situations
  • Diffusing stressful situations
Topics subject to change
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