1. Understanding Quality and Customer Service
   1. 10 criteria of customer service
   2. Determining which criteria are most important for your customers
   3. Understanding the internal customer
   4. A practical exercise on quality service
2. Coaching for Quality Service Improvement
   1. What makes a good coach
   2. Coaching characteristics
   3. How to effectively praise and correct in coaching
   4. A practical exercise for coaching on customer service
3. Empowering for Greater Customer Service
   1. Empowerment defined
   2. Three tips on managing empowerment
   3. A practical exercise on empowerment
4. Developing a Data Driven Customer Service Culture
   1. Understanding data and standards in a customer driven culture
   2. Examples of customer service standards
   3. Methods of obtaining customer service data (surveys, MBWA)
   4. A practical exercise on a data driven culture
5. Understanding the Role of Process in Quality Service
   1. Process defined
   2. Examples of process improvement in customer service
   3. Improving processes through "flowcharting"

Did you know?
The Managing & Improving Customer Service course is an elective for the Leadership Certificate

LOCATION:

Managing & Improving Customer Service will be held in the CMD Training Center in the Woodman Alumni Building on the Wichita State University campus in Wichita, Kansas.

General Information for Nearby Accomodations