CLIENT TESTIMONIALS

"Liz made the day enjoyable with her keen sense of humor and her innate knowledge of relating to a variety of different personalities. The feedback from the staff was extremely positive. Her high energy, vast knowledge and 'can do' attitude make her a pleasure to work with."
Kelly Fredrick, COO, DBC Public Relations

"Liz is always professional, organized and prepared. Her delivery style was fresh, energetic and comfortable. She is a very entertaining and knowledgeable speaker and trainer. She is able to listen well to the needs of her audeince and then tailor the program material to those needs. She uses different style of delivery for optimal learning, i.e., lecture, cases, group exercises. Participants noted in their evaluations that they found her inspiring."
Harriet Joseph, Sr. HR Generalist, US Pharmacopeia

"Dr. Berney's presentation style is very well received across a broad spectrum of audiences, from scientist and engineers, to general managers and human resource personnel. Her energy, experience and practical solutions are key to our clients' successes."
Janet Germano-Medina, Program Manager, Office of Professional Studies, University of Maryland

Customer Service Skills Training

Need to get caught up quickly on cutting edge strategies for excelling at customer service? Want to catch up on new trends and innovative strategies? We use small group cases tailored to your organization, demonstrations, small group discussion and lecture to promote an active, dynamic and highly practical training.

Rather than teaching a script for answering phones and responding to customer concerns, Berney Associates emphasizes an overall attitude of excellence that gets translated into exceptional customer service behavior. Your customers sense when you, their service providers, truly care about them and their satisfaction. When treated courteously, seriously and swiftly, they will return to your organization for life.

Customer Service Excellence Workshop (half day)

Learn:

The Overall Attitude of Customer Service Excellence
Being Real and Authentic with your Customers
Strategies for Moving from “Good to Great” Customer Service
Using Every Interaction with Customers as an Opportunity
Exceeding Customer Expectations
Managing Customer Reactions and Feelings

Customer Service Excellence & Managing Challenging Customers Workshop (full day)

In the morning, we teach the half day session: Customer Service Excellence. In the afternoon, we teach Managing Challenging Customers in which we take real live cases and role-play them. Often, customer service providers KNOW how to provide service but when they put knowledge in action, there are definite areas requiring refinement. So we role-play cases with dissatisfied, frustrated, unclear and angry customers, and with customers with complicated challenges. Then we debrief and discuss – What went well? What could be done differently? Where were the missed opportunities? In addition, Berney Associates gives participants specific and concrete feedback on their delivery and execution.

Both these courses can be adapted to target any of the following below:

(1) External Customers; (2) Internal Customers; (3) Both Internal & External Customers

We develop cases that are tailored to your organization’s specific challenges and unique culture prior to the session at no added cost.

Presentations

Customer Service Excellence (two hour presentation)

Berney Associates also offers a two hour tailored presentation emphasizing cutting edge strategies in Customer Service. Sessions can be tailored around several of the six components (listed under the half day session) that you would most like to emphasize. Talks are high energy, dynamic, interactive and highly practical.