Customer Service Training

Learning Outcomes

Understand the difference between internal and external customers
Discuss Totem's values
How each department within an organization is linked to one another
Discuss what barriers exist in achieving outstanding internal customer service
Understand what it takes to create a great team
Learn about the FISH! program
Understand PLAY!
Understand MAKE THEIR DAY!
Understand BE THERE!
Understand CHOOSE YOUR ATTITUDE!
Take charge of their workplace and understand Totem's Culture
Recognize the "top ten" customer service must have store features
Form a great first impression for our customers
Learn how to remember peoples names
Engage in meaningful conversation with our customers
Understand the importance of answering questions quickly and effectively
Know the importance of the message Body Language portrays
Recognize that there are numerous cultural differences within our customer data base
Understand when an upset customer is beneficial to our company
Understand the differences between controlled anger, expressive anger, and irrational anger
How to resolve conflicts effectively
Discuss how to be the best in our industry