| 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 ½ 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 or½ 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 or½ 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 |
