Customer Service

This course is designed to help all employees understand the importance of the customer, both internal and external. As an organization, we can never fully meet the requirements of our external customer when our internal communication links are weak and/or our internal customer needs and our supplier commitments are unclear. Oftentimes it is in the department-to-department and unit-to-unit breakdowns where the real communication problems occur.

This highly engaging workshop will provide participants with a foundation of skills. This course will help participants gain a better understanding of the importance of focusing on the customer, see how internal customer service is linked to external customer satisfaction and identify ways to turn dissatisfied customers into loyal, lifelong customers.

Key Learning Points:

• Why Customer Service?
• The Effects of a Dissatisfied Customer
• Understanding the Issues/What is a Customer?
• The Five Steps to Customer Service
• The 3 Core Commitments
• The Moments of Truth
• Creating Customer Loyalty
• Building Your Listening Skills
• Handling Difficult Situations
• Building a Complaint Handling Process

For more information, please contact Christine Kutsko at 440/947-1286 or email ckutsko@ercnet.org.