A. OBJECTIVES AND SUMMARY

1. To understand the philosophy of Customer Service and the role every person plays in it.
2. To identify what customers want and what constitutes customer satisfaction.
3. To understand the value of Goal Setting and begin its practice.
4. To create an awareness of the impact of Positive Attitudes on customers and personal behavior. To begin a process of replacing negative attitudes with Positive ones.
5. To improve each employee's communication skills and complaint handling.
6. To understand the value of exceptional Customer Service and practice techniques for providing it.

    This program addresses the new standard of excellence: Service. It helps companies become customer oriented, which is a must in order to succeed in today's environment. Customer Service pays off on the bottom line. This unique approach, when facilitated full strength throughout the company, results in satisfaction not only for external customers, but for the internal customers as well. This process, which improves attitudes and behavior through dynamic results-oriented techniques, leads to a positive self-image for everyone within the organization in addition to satisfaction and loyalty among customers.

The three basic components of this process are:

• Attitude Development: Replacement of undesirable attitudes such that the participants think and act in terms of their full potential.
• Human Relations Skills: Effective use of communication, complaint handling, and related service skills to improve the quality of service.
• Goal Setting: Learn how to establish both personal and corporate goals using the newly learned skills and attitudes, and creating a plan to achieve service excellence.

• Approximately 4 weekly workshop and facilitation sessions of 2-½ hours each. Each participant will receive:
  • Customer Service Text and Action Plan Notebook
  • 4 sessions in audio cassettes
    

C. PROCESS

• This program is administered over 4 weeks and it is re-enforced through the use of goal setting. The process includes:
  • Pre- and post- program evaluations.
  • Role-playing, to practice real life situations in a safe environment.
  • Built-in motivation through the integration of personal goals with corporate goals.
  • Homework, to listen to audio cassettes ( or read) of the material to be discussed the following week.
  • Establishment and Follow-up of goals-- individual and/or corporate-- based on the measure previously established for this program.
  • One evaluation after the program is completed.
    

D. BENEFITS

• The benefits of improved customer service have a direct impact on the company's bottom line. Research has concluded that 68% of the customers that leave do so because of the actions of one employee. Additional benefits include:
  • Reduction in customer complaints
  • Less stress and more enjoyable atmosphere through teamwork and cooperation.
  • Increased business through referrals.
  • Better knowledge of customer requirements and work to be done.
  • Increased productivity through reduction of rework and complaints.