COURSE SUMMARY:                                   4 hours
This one day workshop leads participants step-by-step through development of their approach to serving the customer with satisfaction.

COURSE OBJECTIVES:
1. Participants will have accomplished the following:
   a) Distinguished between serving and satisfying internal and external customers.
   b) Understand they really do represent the organization/unit.
   c) Developed methods for handling customer complaints.
   d) Have greater appreciation for the communication model.
   e) Role played both phone and face-to-face customer interactions.
2. Participants will be prepared to apply the Six Step Customer Satisfaction Model to all aspects of their position.

WHO SHOULD ATTEND?
All staff who have interface with others within and external to their organization will benefit from this seminar. Yes, that covers everyone!

PRE-REQUISITES:
1. Attendees are encouraged to bring any Customer Service/Relationship policies and/or procedures that their company has published.
2. Make notes of how others (two or three persons) within your company and others external to your company handled your call (can be professional or personal calls).

COURSE OUTLINE:
1. Customer’s perception of good service
2. Dealing with gender of the customer
3. The Service Attitude/Behavior
4. The foundations for GOOD Service
5. Using the phone effectively
6. Moving from anger to action with your customer
7. Six Step Customer Satisfaction Model
8. Solving the customer’s problem
9. Develop an Action Plan for Customer Satisfaction for your team

 

REQUIRED TEXTBOOK AND MATERIALS:
Workbook is provided each participant.

Call 901-543-3530 for an on-site workshop with David or
email: Shellee Williams
Date: December 8, 2011
Time: 8:00 AM to 12:00 PM (Parking included)
Fees: $149 ($139 with Chamber discount): call for discount for two or more.