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Services Offered Audience Objectives Duration Competencies Developed Delivery Method
Managing the Customers Expectations All Employees At the end of this course participants will be able to:
Identify who is the customer
Clarify internal and external customer needs and expectation
Discuss business drivers for Achieving Excellence in customer service
1 day or ˝ day Customer Service TBD
Managing the Customers Interactions All Employees At the end of this course participants will be able to:
Better communicate with the customer
Effectively work with difficult customers
Deliver services accurately and timely
1 day or˝ day Customer Service TBD
Leading Excellence in a Customer Centered Organization Managers / Leaders At the end of this course participants will be able to:
Understand the core principles for creating a quality service organization through leadership
Discuss your organization’s key principles for delivering service
Clarify roles as a service leader
Examine your organization
Develop clear service vision for your team/department
1 day or˝ day Customer Service
Leading Customer Service
TBD
Customer Management All employees, management and Executive levels At the end of this course, participants will be able to:
Explain the importance of understanding a customer ‘s expectations in achieving service excellence
Use a reliable process for meeting and exceeding customer expectations
Explain how service providers affect customer retention
1 day Customer Service Classroom / Coaching

 

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