Summary
This two-day program helps frontline employees identify their customers and learn how to identify and meet their customers' requirements. They examine the factors that contribute to and inhibit customer service and assess the current levels of customer satisfaction in their work areas. This program also prepares participants to handle difficult day-to-day interactions with customers and identify ways to improve the level of customer satisfaction in their personal practices and in the work unit.

We all hear about the need for customer service and who doesn’t agree with the concept of good customer service? Today’s customers are increasingly demanding more value in the products and services they receive. Yet, ironically, in many cases, the quality of service is declining. Our challenge then is to satisfy and retain every customer. To do that, employees must first understand how to correctly identify their customers and how to make the most of every interaction with them, even the difficult ones. Developing the ability to draw out customer requirements so that service responses are on target and meet the actual needs of each customer is a critical step in maximizing the effectiveness of service providers. Every customer interaction has a lasting effect on your image in the marketplace. Without a dedicated effort to develop the skills of every employee to exceed the expectations of their customers, you may lose the trust, confidence and goodwill of the very people who you are in business to serve.

This program will help your employees prepare and carry out a customer service strategy that achieves your business goals and objectives and exceeds your customers’ service requirements. We can help your employees have a positive and lasting impact on your customers.

Course Outcomes
This program equips participants with the knowledge and skills to enhance every customer interaction. Specifically, participants will be able to:

• Differentiate between customers and stakeholders;
• Clearly identify their customers;
• Understand the dynamics of the Customer-Supplier Partnership;
• Determine the critical factors that contribute to or inhibit quality customer service;
• Handle difficult customers more effectively;
• Create customer goodwill; and
• Identify ways to increase customer satisfaction in their own work units. 

This program begins with the basics of defining customers, suppliers and the customer-supplier connection. Participants identify their own challenges in providing superior service or products to the customers that receive them. Through structured activities and real-time discussions they identify their personal priorities for improving customer service.

Participants learn a five-step model for managing customer interactions and creating goodwill and participate in a series of role-plays to practice the five steps. Throughout the program there are self-assessment exercises to facilitate the participants’ ability to identify best practices and determine the critical factors that enhance customer satisfaction in their own world.