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Customer
Service Series
The
purpose of the Customer Service Series is to provide employees with the working
knowledge and skills for providing quality customer service within the
organization. These skills will be
discussed through lecture, individual/group exercises and discussion. Time will be allotted for the participants to
practice these skills using real situations.
At the end of each workshop the participants will have an understanding
of the skills that are needed in providing quality customer service that’s
focused on building relationships with internal and external customers of the
organization.
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Module 1: Customer Service
Overview
- Define the company’s mission
statement and service objectives.
- Explain the importance of
image and the effects it has on providing quality customer service.
- Discuss the cycle of service
and the role it plays in the company.
- Establish expectations for
each level in the cycle of service.
Module 2: Elements of Customer Service
- Discuss effective
communication skills and use it to provide quality customer service.
- Review the skills and
behaviors for providing customer service.
- Explain the guidelines of
telephone techniques and customer service.
- Describe the guidlines of
working with dfficult customers.
Module 3: Managing a Customer Service Program
- Review the management cycle
of customer service.
- Develop performance criteria
for measuring customer service.
- Discuss the company
procedures for building and maintaining a quality customer service
program.
- Create an action plan to
incorporate an on-going customer service program within each department.
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