BENEFITS:

As an employee, you are the face of your organization. You represent your company to every customer you see, speak to or help. Taking time to refine your customer service skills helps you reap the benefits of stronger profits, satisfied customers and a happier workplace. This seminar will give you practical skills you can use immediately to improve your service to both external and internal customers and will assist you in improving customer relations while reducing consumer complaints.

OUTLINE:

1. What Are Quality Service and Customer Relations?
   1. Where customers fit into the quality improvement process
   2. The two needs every customer has
2. How to Identify and Satisfy Internal Customers
   1. Internal customer defined
   2. Application exercise: identifying your internal customers
3. The Components of Quality Service: How Your Customers and Internal Clients Perceive You
   1. Reliability
   2. Responsiveness
   3. Security
   4. Competence
   5. Access
   6. Tangibility
   7. Understanding
   8. Patience
   9. Courtesy
   10. Creditability
   11. Communication
4. Rating Your Area's Quality Service: An Application Exercise
5. How Leaders Influence Positive Customer Relations and Quality Service: Five Specific Behaviors
6. Integrating Quality Service into Your Quality Improvement Process
7. The Eight Step Method in Preventing and Reducing Customer Conflict
8. Practical Exercise on Complaint Handling