Excellence in Customer Satisfaction

    

Summary:
Consistently understanding and exceeding the expectations of customers are the key ingredients of this course. Although a simple idea, it is contingent on the student's knowledge of what makes a customer satisfied, how to move an unsatisfied customer to a satisfied customer and the responsibility each employee must assume for creating a satisfied customer. At the completion of this course, the student will be able to define customer satisfaction and understand the key elements for satisfying customers, explain the importance of focusing on customer satisfaction in order to maintain a competitive edge and understand the need to take personal responsibility for delivering excellent customer service.

Duration:
1 Day/Lecture & Workshop

Audience:
This course is intended for help desk and customer service personnel.

Topics:

• Defining excellent customer service
• Techniques for meeting and exceeding customer expectations
• Self-assessment and goal setting
• Building customer satisfaction
• Case studies

Prerequisites:
There are no prerequisites for this course.

Last Update: May 22, 2012