- Customer service was like basic math, 2+2=4. No variables, just a simple answer.
- HR only hired employees with great customer service skills.
- Customer service’s knowledge was genetically inherited and was passed on from generation to generation. Then it would be common sense, to everyone.
- Customers would stop being so needy and just give us money and go away.
- Management would understand, this is only a part-time job, it’s not my career.
- Customer service is all variables, with few constant factors.
- Customer relations skills are low on my peoples priority.
- Money, education, and career advancement are priorities.
- Customer relation skills are a learned process.
- Better customer relationship leads to loyal customers.
Dale has been on the front lines as a professional entertainer who deals directly with the general public. “When you have to tell a mom her kid cannot get a free balloon – look out! You better have your customer service face on,” says Obrochta.
Early in his career Obrochta learned customer relationship is what makes or breaks a company. “You need not only know how to deliver great B2B service, but understand the complexity of a B2C relationship,” comments Obrochta.
The Twisted Art of Customer Service focuses on
- Importance of a Name
- Enhancing listening skills
- Reading and emulating body language
- Maintaining a positive and courteous attitude
- Understanding the tone when responding to a question
- Establishing rapport and building relationships
- Establishing a business culture that reflects great customer service
“This was a fun informative workshop that taught life lesson on how to improve the customer service process. My communication skills have been enhanced in dealing with staff and the general public.” Director of Parks & Recreation. Thomas Landek – Bridgeview Park District.