Customer Service Excellence
October 27 - 28, 2008 Instructor: Alyce Gaither Washington, DC $565 February 18 - 19, 2009 Instructor: Stefan Sanders Washington, DC $565 March 18 - 19, 2009 Instructor: Carole Buncher Washington, DC $565 April 16 - 17, 2009 Instructor: Margaret Newman Washington, DC $565 April 21 - 22, 2009 Instructor: Frank Pope New Orleans, LA $565 May 18 - 19, 2009 Instructor: Stefan Sanders Washington, DC $565 June 30 - July 1, 2009 Instructor: Stefan Sanders Washington, DC $565 August 31 - September 1, 2009 Instructor: Carole Buncher Washington, DC $565 September 10 - 11, 2009 Chicago, IL $565
Overview:
Become "customer-driven" and learn how to take service to the top, inspiring others in your organization to provide quality service. You learn to identify your internal and external customers and discover the latest methods for enhancing customer service and handling problems, while anticipating and responding to customers' needs.
Office professionals who want to learn about maintaining positive and professional interaction with customers at all times.
Distance Education Option: Winning Customer Service via GS Connect (COMM7510A001) .
Define customer service and service excellence Describe the basics of service excellence Explain why customer service is important to you, to your organization and your customers
Syllabus -- Customer Service Excellence,
ADMB7003D, Grad. School, USDA
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
