Customer Service Is More Than a Department:

It's an Attitude

The purpose of this seminar is to introduce employees at all levels in an organization to the concept that everyone is responsible for customer satisfaction and to encourage them to embrace this philosophy as their work ethic. At the end of this six-hour interactive session, attendees will be able to do the following:

Discuss the importance of customer service, satisfaction, loyalty and retention;
Name four reasons why companies fail to provide world-class service;
Identify internal barriers to better customer service;
Name three attitudes that serve as the foundation for excellent service; and
Discuss twenty ways to improve customer service.

Topics Covered in This Program:

§ Seven business realities that affect customer satisfaction

§ What is customer service?

§ What are customer satisfaction, loyalty, and retention?

§ What customers really want from suppliers

§ Why companies fail to provide service

§ Danger signals that indicate your service is failing

§ Barriers to better service

§ Serving is a privilege, not a pain—the customer service attitude

§ You and your career—how your job performance affects customer satisfaction

§ You and your peers—how internal relationships affect external customer satisfaction

§ You and your customers—how you interface with customers affects customer satisfaction

§ Twenty ways to improve your service

The Bottom Line:

Increase customer satisfaction and loyalty
Reshape attitudes about serving internally and externally
Institutionalize the belief that serving is a privilege, not a pain
Develop a common language and model for serving customers

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