Colorado Springs Customer Service Training

Laura (Benjamin) Lollar teaches Customer Service Training throughout the state of Colorado: in the Denver area, Colorado Springs, Pueblo, Fort Collins, Loveland, Longmont and mountain communities like Breckenridge and Vail. Since 1997 she has presented lively, engaging and thought-provoking customer service programs and break-out sessions at conferences, conventions, staff development and on-site trainings.

Colorado Springs coach, facilitator, author, speaker

As a former Customer Service and Sales Team Manager, Laura supervised over 100 team members in a consumer and B2B sales and service environment. She has led Customer Service Competitive Shopper projects and taught customer service skills for call center reps, Fortune 500 firms, non-profits, help desk agents, retail sales staff, financial institutions, home healthcare providers, the U.S. military and professional trade associations, among others.

Contact Laura to discuss your customer service training or speaker needs.

Program: How to Create Customer-Centric Service Skills

This lively, interactive training class will engage your team with service strategies customized to your mission and unique customer needs. Through interactive exercises, human behavior theory and optional assessments, participants will learn how to respectfully resolve issues, enhance interpersonal communication, convey value and manage difficult situations. This program is available for a 60-90 minute or up to a half-day class.

By the end of this program, participants will have learned how to:

  • Define the implied and specific promises we make to customers
  • Discover the hard and soft costs of a lost customer
  • Avoid customer turn-off’s that derail great service delivery
  • Analyze challenging situations with the CARLA Concept™ Communication Model
  • Match and mirror 4 key customer personality styles
  • Manage challenging discussions with the 4-F Method
  • Apply the Principle of Legitimacy to decision making
  • Rate your organization’s Customer Effort Score

Contact Laura to discuss your customer service training or speaker needs.