Customer Satisfaction

COURSE DESCRIPTION:

This course provides an overview of customer service principles. It emphasizes today's customer-oriented business environment and how critical "people skills" are for personal and organizational success. The course focuses on how and why the ability to handle customers can directly affect individual as well as team goals. This workshop equips participants with the skills needed to communicate professionalism, gain respect, and enhance customer relationships.

Instructional methods include lectures, discussions, and practical exercises.

COURSE MODULES:
  • Defining Customer Service
  • Identifying Customers
    (Internal & External)
  • Recognizing your Role
  • Benefits of Excellent Service
  • Why Customer Service is Based on Perceptions
  • Five Principles of Quality Customer Service
  • How to Give Quality Customer Service
  • How to Satisfy Challenging Customers
  • Developing a Customer Service Action Plan