PROED 220 - C.A.R.E. Customer Service

The number one issue for most organizations is customer service. A recent survey completed by the University of Michigan Business School of executives from a range of industries identified 'improving customer satisfaction' as one of businesses' most critical issues. Whether your concern is internal or external customers, you will learn how to apply the principles of excellent customer service-which is customer C.A.R.E.SM Communication: Provides an overview of basic communication skills and barriers. Helps participants personally evaluate and set goals to improve their personal performance contract. Accountability-Accepting and Taking Responsibility: Provides an opportunity for participants to learn and accept the concepts of personal accountability in relation to customer service. Demonstrates the need for personal accountability in customer interactions from beginning to end and emphasizes the accountability of their own attitude. Respect-Dealing with Difficult People: Provides participants with skills and techniques to deal with the disrespectful behaviors from internal and external customers. Participants will learn to diffuse a tense situation and move towards a positive outcome, while maintaining their composure. Excellence-Meeting the Standards or Exceeding the Standards?: Provides participants with the organizational expectations in behaviors for customer service. Participants will understand what constitutes being competent in customer service versus exemplary in customer service.