Employees in an organization’s customer service department are in a position to influence customers’ opinions and perceptions of the entire organization. Because of their importance to the company, these employees must be well-trained and well-informed. This course stresses professionalism, responsibility and accountability, and a sense of team work. It emphasizes the individual employee’s important role in serving the end-use customer, internal customers, and fellow employees.
The course includes an introduction/refresher to the basics of service and reminds attendees to “see” things from the customers’ viewpoint. Various portions of the class call on the attendees to reflect on their strengths and opportunities for improvement. The course focuses on the characteristics of a great service provider and core communication skills including listening, verbal, and non-verbal skills.