Customer Service
(120.012)

The objectives for this session are listed below. Class may be taken separately or as part of the Certificate of Supervision.

OBJECTIVES:

  • Activity – When You Are The Customer

  • Would You Do Business With Yourself?

  • Customer Service

  • Who Are Your Customers?

  • What Do Your Customers Want

  • The 5 Elements of Quality Customer Service

  • What Customers Want

  • Customer Expectations

  • Learning From Your Customers

  • Identifying Customer Expectations

  • Improve Your Listening by Asking Questions

  • Why Customers Quit

  • 6 Primary Roots Causes of Customer Dissatisfaction

  • 5 Most Common Customer Complaints

  • What Customers Want from a Customer Service Department

  • Moments of Truth

  • Four Customer Perceptions

  • Exercise: Products, Services and Customers

  • Creating a Customer-Focused Organization

  • Hiring People with a Customer Service Focus

  • Customer Interaction Standards

  • Handling Complaints

  • Recovery Skills

  • Creating Customer Service Standards

  • Measuring Service From Your Customer’s Perspective

  • Insights and Applications