Customer Service is implicitly and explicitly part of every aspect of our daily lives.

Customer service is the interaction between provider and a receiver, and the level of care the provider brings to that interaction.
We provide it to others. Not only at work. We also provide customer service to our family, friends, and our community.
We think it is important to ask ourselves: How thoughtful are we about it?

One aspect of GMTA’s mission and vision is to support the development and proliferation of socially conscious businesses that deliver quality products and services with integrity. Essential to the success of that is the people in the business. We believe any business that moves with integrity + has a quality product or service + quality customer service will always be successful. We are here to fill that gap and provide a resource that can be beneficial to individuals and organizations. Thus, we have created our Customer Service certification and training program: GMTA presents Customer Service & Excellence (beyond politeness). This course is about the importance of customer service across all career levels and industries. Learn more and register for the trainings HERE.

“Imagine a world where every person approached and delivered customer service with Integrity, Thoughtfulness, Care and Knowledgeably.” ~Sophia Senyo, Founder of GMTA: Great Minds Think Alike LLC.

Customer service will always be important, especially in our world where a lot of things are digital and more and more individuals seem to want to pass off human interactions to artificial intelligence or who barely offer customer service and make it difficult for customers to get their issues or questions resolved. We decided to do something about this by creating our course that is available to everyone and everywhere. Whether you are an employee, a student, a parent/mother/father that has been out of the workforce for some time, an entrepreneur, any profession, in trade school, etc. Ultimately:

This IS FOR you if you are interested to learn that there is more to Customer Service than politeness.
This IS FOR you if you are interested in learning how adopting comprehensive Customer Service skills can allow you to enhance your professional profile.
This IS FOR you if you are interested in learning how adopting comprehensive Customer Service skills can allow you to be a high-valued link between customer service and your organization’s business strategy and goals.
This training IS FOR you if you are thoughtfully interested in investing in your development.
This IS FOR you if you are interested in learning how adopting comprehensive Customer Service skills can lead to you becoming a high-performing individual within your organization that is hard to replace.
This IS FOR you if you are interested in learning how adopting comprehensive Customer Service skills can be used to advance your career with or outside of your organization to reach new levels.

This course and customer service is not about politeness, this course is about how customer service is a reflection of integrity and core to quality successful relationships between providers and consumers.

Often times, the messaging is – “you either have it or you don’t” -or- “it just comes natural”. This course addresses that “it” can be taught to whoever is sincere and willing to learn.

Some people just are not aware of where to begin. Or may think good customer service is just the traditional concept that you just have to be nice. Or how the lack of this skill set is holding them back in their career. This course goes into the full scope of customer service and how to adopt it in a way that is authentic to where you are in your career and where you want to be.

This course is not just for the Customer Service Department. This course is for all career levels and positions. Whether you are just starting in your career or have been in the workforce for many years. Or if you are getting ready to start your own business.

At GMTA, we believe customer service can be taught and can be an invaluable skill set to aid in your professional evolution and advancement.

And we also know and believe that customer service is important for every person and every organization:

From the Organization’s Perspective: Companies that are thoughtful about customer service and deliver quality service tend to be sustainable, high revenue generating, and more resilient.
From the Individual’s Perspective: Not only is customer service a differentiator for companies, it is also a tool for individuals to differentiate themselves as professionals for their success.
Bain Consulting firm notes that “Companies that excel at the customer experience grow revenues 4% - 8% above their market.” “That’s because a superior experience earns stronger loyalty[, even] turning customers into promoters.”

The following topics are covered in our training:

DEFINING CUSTOMER SERVICE BEYOND THE STANDARD PERSPECTIVE
PROFESSIONAL ETHICS & INTEGRITY
CULTURE
THOUGHTFUL COMMUNICATION & EMOTIONAL INTELLIGENCE
VERBAL AND WRITTEN COMMUNICATION
ADOPTING YOUR OWN AUTHENTIC APPROACH
HOW CUSTOMER SERVICE CAN ADVANCE YOUR CAREER

LET OUR COURSE SUPPORT YOU IN ENHANCING YOU OR YOUR TEAM’S OR YOUR BUSINESS’S SUCCESS. REGISTER FOR THE ONLINE COURSE HERE. INQUIRE ABOUT A GROUP TRAINING HERE.

ONE ASPECT OF OUR ONLINE TRAINING AND LIVE CERTIFICATIONS IS TAKING OUR PARTICIPANTS THROUGH CUSTOMER SERVICE PRACTICE SCENARIOS.

HERE IS ONE SCENARIO FOR YOUR CONSIDERATION:

the company is a fitness gym that offers gym membership and fitness classes – the gym has an open space with machines and weights and then has individual rooms for fitness classes and the gym always keeps one fitness room empty in case people want to stretch
the company’s values statement is that we are a health and wellness place for anyone and everyone who wants a place where they feel welcome to become their best self
your role is the manager of the gym
a customer comes in with her 8 month old child in a stroller– the customer looks tired, stressed and low energy – the customer goes to one of the biking machines and puts the stroller in front of her and she starts working out on the bike – the baby is crying on and off and the woman will stop and comfort the baby and then get back on the treadmill
2 separate customers come up to you and politely say that the woman and the baby are disturbing them and they seem genuine and are not jerks
how do you handle it?

COMMENT BELOW ON HOW YOU WOULD HANDLE THIS SCENARIO.

IF YOU WANT MORE PRACTICE SCENARIOS WITH FEEDBACK, BE SURE TO REGISTER FOR OUR COURSE. AND YOU CAN ALSO FIND CUSTOMER SERVICE SCRIPTS AND SCENARIOS ON WEBSITES LIKE INDEED, REVECHAT, GLADLY AND MANY OTHERS.

WE ALSO ENCOURAGE OUR PARTICIPANTS TO THINK ABOUT THE CUSTOMER SERVICE THEY RECEIVE FROM THEIR OWN EXPERIENCES AND TAKE NOTE OF HOW THEY WOULD DO THINGS BETTER OR WHAT WAS SOME INCREDIBLE CUSTOMER SERVICE THAT THEY RECEIVED THAT THEY WANT TO EMULATE.

COMMENT BELOW AND SHARE WITH US A STORY OF YOUR BEST CUSTOMER SERVICE EXPERIENCE: EITHER DELIVERED BY YOU OR THAT YOU HAVE RECEIVED.

WHEN YOU HAVE A MOMENT, WE HIGHLY ENCOURAGE YOU TO WATCH THESE VIDEOS ABOUT CUSTOMER SERVICE FROM THE PERSPECTIVE OF THE LATE ZAPPOS CEO, TONY HSIEH, AS WELL AS A VIDEO BY CUSTMER EXPERIENCE SPECIALIST COLIN SHAW:

WE ALSO WANT TO NOTE THAT IF YOU ARE SERIOUS ABOUT BRINGING YOUR BEST TO YOUR CUSTOMER INTERACTIONS, CONTINUE TO STAY AWARE OF THOSE WHO ARE EXCELLING AT THIS.

HERE ARE TWO PODCASTS WHERE CUSTOMER SERVICE IS HIGHLIGHTED OR IS IMPLICITLY MENTIONED DURING MOST EPISODES:

GMTA’s perspective on Customer Service and Excellence

ENTREPRENEURSHIP RESOURCES AND KNOWLEDGE SHARING