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In today's
highly
competitive environment, good programs, good teachers and good marketing
aren't enough. To succeed, you also need exceptional Customer Service…» |
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Customer service is the ability of an organization to constantly
and consistently give the customer what they want and need.
Excellent customer service is the ability of an organization to
constantly and consistently exceed the customer's expectations.
Our customers are changing! They are demanding more for less. They
want world class products and services. They want it all and they
want it now. If we can't provide what they want, they will find
some one who can. We must be closer to our customers than ever…
We must provide great customer service.
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CONTENTS
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• Why care about Customer Service
• External Customer Service
• Internal Customer Service
• The Road to Total Quality
• The Spirit of Service
• Delivering Customer Value
• How to improve Customer Service
• The Philosophy of TQS (Total Quality Service)
• Understanding your Customers´ needs
• How to meet and Exceed Customer Expectations
• Pleasing your hard-to-Please Customers
• Handling Complaints
• Dealing with Upset Customers
• Negotiating Skills
• Building Employee Commitment
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