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JUNE 19 & NOVEMBER 13, 2008
COURSE SUMMARY:
7 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.
METHOD OF EVALUATION:
Through observation of assigned exercises, open questions and class
discussion, attendance, and an evaluation form, the student will
demonstrate his/her ability to successfully complete the required
outcomes. Certificates of Attendance are given to all students who
complete the 7 hours of course work. CEU credit will be assigned a grade
of “S” Satisfactory.
JUNE 19 AND NOVEMBER 13, 2008
Register on-line below, or
Call The Quality Center, 22 N. Front Street, Suite 200, Memphis, TN
38103: Phone: 901-543-3530;
email:
tfranks@memphischamber.com
Time: 8:00 AM to 4:00 PM (Parking and Lunch included)
Fees: $199/$179 (Chamber discount): call for discount for two or more
Click here for the November 13, 2008 Workshop
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