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You Need Customer Service Training When:

Your employees complain about and bad mouth your toughest customers
Problem resolution becomes a way of life
Solving customer complaints is haphazard and no one knows "who to go to" for solutions
You promote "we deliver great service" in your marketing/sales material and on your web site
Customers have stopped telling you that it's great doing business with you
Your sales team spends too much time answering customer complaints and not enough time selling
Your customer turnover rate is climbing

Customer Service Training

Customers expect—no they demand—great service, so every company promises great service! They promise on their web sites, in their marketing material, and in their sales presentations, but such claims are no longer believed. Why? Because so few companies keep their service promise.

“The training was a real eye opener. We thought we'd been doing a pretty good job with service but we learned we had a long way to go. Thanks for the tools and guidance to get it right the first time.”

P. Sawyer, VP Operations
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Keeping your promise of great service requires a service strategy, service standards, accountability, continuous improvement and training. Our customer service training builds staff commitment, teaches service delivery and service recovery skills, and introduces the tools your staff will need to be consistent every day, every time!

Service Quality Training Topics

The Blueprint for a Service Excellence Strategy
Defining and Achieving Service Excellence
Defining, Building and Implementing Superior Service Recovery
Delivering on Your Service Promises
Tools for Improving Your Service Processes
Service Standards Drive Accountability

Need a topic or focus not listed here? View a more detailed list of seminar and speaking topics, or contact us to discuss how Catalytic Management can help with your training needs. Improved customer relationships improve the botttom line!

Catalytic Management • 67 Edgehill Road, Suite B • Stow, MA 01775 • tel: 978-562-5001 • fax: 978-562-5011
Catalytic Management is a business consulting firm serving large and small clients, across multiple industries, seeking growth in business and profits. We are based in New England and most of our clients are in the greater Boston area, Massachusetts, Rhode Island, Southern New Hampshire and Southern Maine.