• Hudson Valley Workforce Academy Training Program

    • Jun 10, 2015, 5:00 PM - 7:00 PM
    • Lobby Level Board Room
    • 1133 Westchester Avenue
    • White Plains, NY 10604
  • Customer Satisfaction and Service Excellence

  • Customer Satisfaction and Service Excellence skills are critical for employees within all industries. This proposed program will focus on building customer loyalty, the customer experience, and leadership to develop an engaged, service-oriented workforce. The goal of this curriculum is to equip participants with the skills and tools to achieve the highest levels of customer satisfaction, and consistently deliver service excellence to complement their functional skills and knowledge. This course leverages best practices and industry expertise combined with thought leadership from academic institutions.

    The emphasis of this Academy course will be on helping participants exceed customer expectations through consistently providing service excellence.

    Questions can be addressed to Amy Allen, Executive Director, Hudson Valley Workforce Academy aallen@westchester.org or 914-948-6444.

    HV Workforce Academy

    Location: Course will be held at the Westchester County Association's headquarters location, 1133 Westchester Avenue, White Plains, NY in the Lobby Level Boardroom.

    Fee: $300 per participant

    Course Overview

    Session 1- Wednesday, June 10, 2015
    5:00 – 7:00 PM

    An Introduction to Service Excellence

    What is Brand?
    Explain how company strategy, positioning and core values drive customer service.
    Identify The Service Profit Chain and how it supports exceptional service.
    Describe the impact of customer demographics on service delivery
    Be able to uncover and meet true customer needs
    Identify the essentials of delivering exceptional service.
    Identify characteristics and behaviors of employees that promote service excellence

    Instructor:  Mona Bickler, Head of Talent Development, WESTMED Practice Partners 

    Session 2- Wednesday, June 17, 2015
    5:00 – 7:00 PM

    The Customer Experience

    Recognize how to meet the needs of different customer personas, using the “Platinum Rule”.
    Demonstrate the value of delivering exceptional service to internal and external customers.
    Identify the cycle of activities for an exceptional end to end customer experience.
    Determine what it takes to effectively communicate and actively listen when interacting with customers.
    Show how empathy and making personal connections leads to customers raving about their experience.
    Identify the concepts of “Service Netting” and “Service Recovery” to anticipate and resolve customer problems.

    Instructor:  Carol Heady, Instructor at Westchester Community College, author of Turning Rants Into Raves: Turn Your Customers On Before They Turn on You!

    Session 3 - Wednesday, June 24, 2015
    5:00 - 7:00 PM

    Leading Responsibly

    The Role of a Manager in Leading in a Culture of Service Excellence
    The Importance of the Internal Customer – Servicing Each Other
    Leadership Buy-in and Communication
    Industry Best Practices; Driving an Internal Service Initiative
    The 3 Rs – Recruitment, Recognition, Reinforcement 
    Internal Promotion and Customer Service Activities
    Measuring Success        
    Instructors:      Hospitality Resource Group, Inc.