Integrating Customer Service Into the Organization

The purpose of this customized seminar is to "break down the silos" and integrate all departments' efforts in the delivery of excellent customer service to the external customer.

At the end of the program, participants will understand the business rationale and economics of delivering outstanding service. They will learn how to refine their dealings with internal customers, and be alert to process improvements which can enhance customer service.

COURSE DESIGN:		One-day workshop. Highly interactive, with a blend of lecture, theory, interactive learning activities, self-assessments, facilitated discussions and action planning.
WHO SHOULD ATTEND:		Participants should come from every part of the organization.
TOPICS COVERED:		What is excellence in customer service and why should I care? What is my role in delivering service to the external customer? What is the business rationale of excellent customer service? Who are my internal customers? Customer service is bigger than a department Dealing with the customer -- skills for success Handling difficult situations -- priorities and practices The price and politics of cooperation How to get cooperation from internal customers What can I do to more effectively support the organization in delivering exceptional service? What do customers really want and expect? How can an organization consistently meet and surpass their expectations in service?