Going for the Gold in Customer Service

Building a World-Class Customer Service Organization

"Thank you for your presentation of Going for the Gold in Customer Service to our National Inside Sales Department.... Some of the comments that were made by the participants were that the group interaction was very helpful and the hands-on approach was very beneficial. They described your style of teaching as focused, enthusiastic, personable, informative, and dynamic."


Laura A. Hernadez, Sales Supervisor, National Inside Sales Department , Ricoh.




Set your organization apart from the herd with training that focuses on innovative and responsive customer service. This workshop ensures that your customer service professionals respond fully, in person or via electronic devices, to customers' inquiries, needs, and expectations. Participants acquire a greater understanding of the interdependence of today's global workplace while they build critical skills to improve customer service for their worldwide partners.



Participants will employ outstanding customer service techniques that reflect competence, compassion, and knowledge. To this end, participants will instill greater customer confidence in their company's products and services by developing realistic action plans. Finally, Going for the Gold in Customer Service will enable participants to compete diplomatically and successfully in the global business arena.


  • Recognizing the hallmarks of a global customer service organization
  • Defining your organization's goals for outstanding global customer service
  • Making your customer's needs your needs
  • Obtaining accurate information during the first conversation with your customer
  • Appreciating your customer's unique business attitude and cultural background
  • Resolving customer requests quickly, thoroughly, and diplomatically
  • Eliminating possible misunderstandings with specific and positive language
  • Understanding the nuances of nonverbal communication throughout the world
  • Ensuring a positive reaction from your customer while communicating verbally or electronically
  • Demonstrating your empathy, responsiveness, and commitment with "I" statements
  • Learning from your past mistakes—and from your successes!

    Who Should Attend

Anyone directly involved with domestic or international customer service; airline and hospitality professionals; sales and marketing professionals; account executives; account support professionals; import and export company personnel, government contractors, technology professionals, and international consultants

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