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This seminar is designed to provide a high level of support for front-line customer service providers and those who manage customer service. We will explore those customer service challenges that can burn out even the most professional service providers. Saying "no" while maintaining a positive relationship and dealing with upset customers are challenges we will explore in depth. We will also learn how to manage 'handing off' the customer, and how to handle those tricky situations when you have to depend on others to solve the customer's problems.
The objectives of this course are to: learn to apply a model for defusing angry or difficult customers, learn the theoretical basis for how an academic or service department's reputation for customer service is actually created, consider critical measurements of customer service, avoid black holes, and watch the instructor and colleagues create responses to your own most challenging customer situations.
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COURSE OBJECTIVE(S):
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To understand the dimensions of service quality |
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To analyze the components of service participants provide |
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To learn the four basic reasons for gaps between customer expectations and Provider services |
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To learn behaviors that influence the customer experience |
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To self-assess service provided to your customers |
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Please email us
with a note describing your interest in this course, and we will notify you as soon as a class
has been scheduled.
Thank you for your interest in the Learning Center.
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