The course objective is to increase participant awareness of the personal skills critical to success in a customer service role, to provide examples and experience with these skills and to stimulate interest in continued improvement through retrospective review and feedback. Topics include:
Definition of customer service, identifying your customers and their needs and expectations, skills critical to service excellence, communication skills, dealing with challenges, the team approach, and measuring customer service performance. This course, targeted at customer service staff, will be taught in person in a mix of class lecture, group discussion and hands-on activities and exercises.
