Managing Quality Customer Service

Description

In this workshop participants will develop a personal action plan for implementation of a quality customer service team.

Outcome Summary

Participant will be able to:

• Identify the five stages in the customer service management cycle:
  • Stage 1 Understand your customers (NACFAM CT27; QA14-18; BO6-8)
  • Stage 2 Set quality service standards
  • Stage 3 Build a winning team    
  • Stage 4 Conduct internal auditing
  • Stage 5 Provide proactive problem solving
• Develop a personal action plan for implementing a quality customer service approach

Who Should Attend

Supervisors and managers who oversee a customer service department, or any department who interacts with customers.

Length

6 hour session plus 2 hours of follow-up

Prerequisites

Adapting Your Listening Style and DISC Behavioral Style Assessment.

Learning Environment

The workshop will use video examples and individual/small group exercises including role playing to facilitate learning the course objectives.

Maximum/Minimum Enrollment

12/6

Catalog Number

ORGD 121