Become a "customer-driven" professional by learning how to deliver exceptional service that inspires others to prioritize quality in their interactions. Develop skills in identifying both internal and external customer bases, learn contemporary approaches to enhancing service quality, discover strategies for handling service problems effectively, and master techniques for anticipating and responding to customer needs.
Intended Audience:
This course is designed for any professional who interacts with customers, whether they are internal colleagues or external clients.
Key Learning Outcomes:
- Understand the fundamentals of customer service and the concept of service excellence
- Learn the core principles that define service excellence in your organization
- Recognize why customer service matters to you, your employer, and your customers
Comprehensive Course Syllabus:
Module 1: Introduction to Customer Service
- Define customer service and service excellence within the public sector context
- Recognize the critical importance of customer service in federal government agencies
- Explore mission statements and organizational service philosophies
- Identify the "seven enemies" that undermine effective customer service
Module 2: Understanding Your Customers
- Distinguish the characteristics and needs of internal federal customers versus external customers
- Analyze customer expectations and communication preferences
- Evaluate the importance of gathering customer feedback through formal and informal channels
- Develop strategies for recognizing and responding to diverse customer needs
Module 3: Essential Components of Customer Service
- Explore service quality dimensions, including reliability, empathy, and service recovery
- Strengthen communication and interpersonal skills that drive service excellence
- Manage "moments of truth" where customer perceptions are formed
- Apply customer recovery principles and establish consistent service standards
Module 4: Personal Impact and Service Leadership
- Evaluate personal and organizational attitudes that influence service delivery
- Identify obstacles to excellent service and develop strategies to overcome them
- Address stress and burnout in customer-facing roles with practical coping techniques
- Incorporate tools and habits that support sustained service excellence
Module 5: Transitioning to Service Excellence
- Guide the development of customized service excellence mission statements
- Build and implement a comprehensive service strategy
- Ensure organizational strategy aligns with customer expectations
- Learn from real-world examples of service excellence in action
Module 6: Summary and Personal Commitment
- Apply course concepts to your daily work responsibilities
- Create your own personalized service excellence action plan
- Commit to long-term, sustainable improvements in service quality
This course is available for "remote" learning and will be available to anyone with access to an internet device with a microphone (this includes most models of computers, tablets). Classes will take place with a "Live" instructor at the date/times listed below.
Upon registration, the instructor will send along additional information about how to log-on and participate in the class.
