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Customer Service |
Delivering Exceptional Customer Service: A Culture of Customer-First
Dr. Maribeth Kuzmeski — Clinical Assistant Professor for the School of Marketing and International Business in the Spears School of Business at Oklahoma State University
This professional development seminar will share the principles of exceptional customer service to build a customer-focused culture, embed a service mindset, and deliver exceptional service. Through this seminar, you will gain strategies for engaging customers, responding with care and empathy, and learning to address problems, and implementing service fail-safes.
In this seminar, emphasis will be placed on improving outcomes, including increasing customer satisfaction, giving customers reasons to return, enhancing referrals and word-of-mouth, and boosting revenue.
This program is sponsored by the School of Marketing and International Business and the Center for Executive and Professional Development in the Spears School of Business at Oklahoma State University. Participants earn 0.6 to 1.2 continuing education units (CEUs) depending on the length of the program. » KORN FERRY COMPETENCIES Action oriented | Business insight | Communicates effectively | Manages conflict | Courage | Customer focus | Decision quality | Drives engagement | Interpersonal savvy | Plans and aligns | Self- development | Instills trust
SEMINAR OUTLINE I. Become the experience
A. Extraordinary customer experience examples B. Organization’s experience mantra II. Serve with empathy A. Customer service scenarios—exceptional service and common ways we fail B. Putting yourself in the customer’s shoes C. Interactive exercise and role playing III. Connect with respect A. Service communication scenarios: Exceptional vs. bad B. Words matter: The power of what you say C. Impactful personal greetings i. Best practice communications on the phone or in person ii. Developing a consistent style iii. Inviting or disarming a customer interaction
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The Center for the Future of Work in the OSU Spears School of Business offers various certificate programs and customized professional development.
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