Just Get Serious™
About Customer Service

An interactive, engaging and motivating learning experience ...

Customer service is serious business.  Your organization’s products, services, and very existence depend on customers and how they are served.  Make the service a positive, memorable experience.  It's the experience that keeps customers and brings them back.  It is the reason customers tell other people about an organization’s products and services.  Learn how to make the experience rewarding fro everyone involved. 

This motivating customer service program incorporates individual and group activities, the award-wining training video (SMILE), insightful personal examples, contests, and prizes.  The program will be customized to address the needs and concerns of the client and specific industry. 

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Depending on the needs of the client,
participants will learn how to:

• Value their role in the customer service experience,                regardless of their position

• Work better with co-workers, managers, suppliers with                 other internal customers

• Interact better with external customers

• Present themselves in a professional manner

• Create positive rapport with customers

• Use positive words and expressions

• Create memorable “moment of truth” experiences

• Empathize and understand situations from the customers’ point-of-view

• Consciously use the three Vs of communication (verbal, vocal and visual)

• Answer phones professionally and converse effectively

• Identify their personality style and adapt to style of their customers

• Recognize the types of listening and how to listen more effectively

• Ask questions to fully understand a situation and achieve better results

• Be positive when customers are not

• Work with customers to solve issues, before they become problems

• Deal with dissatisfied customers

• Be motivated and excited about their jobs

Also available are programs on conducting
customer surveys.

Donna Satchell specializes in helping businesses better serve their customers and helping business teams work better together.  Known for her engaging and motivating style of training, Ms. Satchell has worked in various markets including government, small business, corporate, non-profit and school systems.

She provides programs in customer service, team work, time management, and presentation skills.

Ms. Satchell is a member of the National Speakers Association and the American Society for Training and Development.
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Donna is a top notch speaker and trainer.  She recently spoke to a group here and the results were phenomenal.  Her presentation was exciting, entertaining and educational.  She immediately captured the audience's attention and kept it.  In a recent survey of our group, Donna's session on customer service was mentioned as a favorite.
Linda Busby, Educational Specialist, Gwinnett Convention & Visitors Bureau

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Donna Satchell is the best trainer I have worked with.  She is an excellent presenter, who is knowledgeable, enthusiastic, committed and very creative.  I witnessed firsthand how she made the customer service classes interesting and enjoyable.  I would recommend Donna to any organization looking for top-notch results.
Hyacinth Bryant, Sr. Human Resources Development Manager, City of Atlanta

 

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