Description

What Will Students Learn?

• To understand what a customer service approach is
• To understand how your own behavior affects the behavior of others
• To demonstrate confidence and skill as a problem solver
• To apply techniques to deal with difficult customers
• Know how to provide excellent customer service.

What Topics are Covered?

• What is customer service? Who are your customers?
• Meeting expectations
• Setting goals
• The second critical element: Procedures
• The third critical element: Culture
• The fourth critical element: Problem solving
• The fifth critical element: Measurement
• The sixth critical element: Reinforcement