 Customer
Service Excellence Skills
Excellent Customer Service depends on the creation of a good relationship
with the customer. A solid rapport needs to be created immediately
by the service professional. It has been shown that customers can
sense the presence, attitude and skillfulness of the service professional
within the first thirty seconds of the encounter. Active listening,
clear communication, emotional intelligence, and the ability to
perceive and respond to the customer's need are essential keys to
success.
Employee effectiveness thrives when managers are committed to a
pro-active policy that empowers service specialists to "think
outside the box" and take initiative as they seek to address
customer concerns, questions and complaints. Daena Giardella brings
her extensive background in communication arts and group systems
psychotherapy to the needs of industry for excellence in effective
management/employee/customer interfacing in the realm of customer
service. She focuses specifically on identifying and resolving hidden
communication problems within interpersonal and inter-departmental
relationships that may impact negatively on the customer. She also
coaches individuals throughout the organization in effective leadership
styles, communications skills, and professional presentation mastery.
Team attitudes and cultural diversity issues are also addressed
in her diagnosis of communications systems problems as well as in
the design and implementation of training remedies and educational
programs. Daena brings many years of experience including her work
with organizations from both the corporate and non-profit sector.
Her skills have been most successfully applied to chronic communication
problem areas that are negatively impacting employee performance
and customer satisfaction. She specializes in the design of programs
that incorporate creative and dynamic approaches to the particular
training goals of the organization.
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