Description:
Become "customer-driven" and learn how to take service to the top, inspiring others to provide quality service. Gain proficiency in identifying your internal and external customers. Discover the latest methods for enhancing customer service and handling problems, including anticipating and responding to customers' needs.
- Instructor assistance and feedback on assignments
- Facilitated blogging and discussions
Enroll anytime. All materials supplied. OnDemand; take up to six months to complete.
Who Should Attend?
Anyone who deals with internal or external customers.
Tuition:
2024 classes:
Virtual Instructor-Led: $849
Self-paced (with instructor assistance): $949
2025 classes:
Virtual Instructor-Led: $999
Self-paced (with instructor assistance): $999
Credits:
1.2 CEU's
Class Type:
This course is currently being offered in the following training modalities:
- Online
- OnDemand - ADMB7004A
- Class Length: Students have 6 months to complete any self-paced course.
- Virtual Instructor-Led - ADMB7003A
- Class Length: This class is listed as a 2 day course.
- OnDemand - ADMB7004A
- In-Person Classroom
- Customer Service Excellence - ADMB7003D
- Class Length: This class is listed as a 2 day course.
- For in-person training sessions, participants are required to download the course materials to a personal device (e.g., laptop or tablet) and bring their device to class for use during classroom instruction.
- Customer Service Excellence - ADMB7003D
- On-site
Learning Outcomes:
- Understand customer service and service excellence
- Know the basics of service excellence
- Explain why customer service is important to you, your organization and your customer
Module 1
Introduction
Module 2
Describing the Customer
Module 3
Components of Customer Service
Module 4
How I Can Make a Difference
Module 5
Moving to Service Excellence
Module 6
Summary: Personal Service Excellence
Day one
- Introduction
- Introductory remarks
- Discussion of service excellence
- The mission statement
- Seven enemies of service
- Why care about service excellence
- Describing the Customer
- External and internal customers
- Dealing with customers
- Obtaining customer feedback
- Using customer feedback
- Components of Customer Service
- Customer service in the federal government
- Service quality criteria
- Effective communication and interpersonal skills
- Moments of truth
- Recovery
- Customer service principles
Day two
- Components of Customer Service (Continued)
- How I Can Make a Difference
- Supporting service excellence
- Barriers to service excellence
- Overcoming barriers to service excellence
- Stress and the service provider
- Tools and techniques for attaining service excellence
- Summary - Personal Service Excellence
- The service excellence mission statement
- A customer service strategy
- Personal customer service strategy
