Customer Service

ETC can help you develop and foster a culture that promotes customer loyalty, creates a competitive advantage and increases employee satisfaction. Our programs will inspire your staff to interact with customers in new and exciting ways, as they examine current work processes and develop the skills required to consistently deliver world-class service.


Topics can include:

Creating a competitive advantage
Connecting with the customer
Developing and sustaining customer loyalty
Guiding customer conversations
Understanding and meeting customer requirements
Managing customer expectations
Maintaining a helpful attitude
Strengthening credibility
Developing and following business processes
Listening to serve
Delivering the good, the bad and the ugly
Managing difficult customer behavior
Healing customer relationships
Creating “win-win” outcomes
Problem solving and decision making
Interacting with different behavioral styles
Maintaining accountability and empowerment
Increasing employee satisfaction