Topics to be explored in this session include identifying the possible likes, dislikes, and needs of customers; an integrated model for consistently managing for great customer service and exploring the "moments of truth" for the customer. This interactive session includes developing a customer service improvement plan to guide your team following the workshop.
By the end of this workshop you will be able to:
*Implement a customer-centered service model in your organization
*Develop strategies for assessing both customer needs and satisfaction
*Identify what front-line customer service employees need to provide great customer service
*Create an improvement plan to enhance service quality