Excellent customer service is at the heart of the most progressive organizations for a good reason -- it helps the organization succeed and prosper by serving the needs of its customer. Problem solving, program and policy information, and good listening are only a few tools of good customer service. This skill-building program uses three highly effective models to help employees develop first-class competencies in meeting the service needs of the external and internal customer.

Through video examples, individual exercises and small group activities, this complete 15-hour program is structured in five, 3-hour modules that cover the following areas:

• Why customer service is critical for the success of the institution.
• Pros, cons & challenges in the service oriented role.
• Identifying and adapting to the customer's behavior.
• Three Models for Service Excellence:
  Delivering Service; Handling Special Cases; Satisfying Upset Customers
• Increases professionalism through better attitudes and teamwork.
• Managing special service situations and problems.
• Negotiating conflicts.
  

Program Length: 2.5 Full Days, also available in a modular format