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INSTITUTE > SERVICES > TRAINING > Curriculum Samples > Customer Service
Sample Course Descriptions
Customized Training in Customer ServiceWe offer 3 customer-service courses, each with a different focus. We can combine elements of each one to design a full-day seminar based on your needs.
1. Course Title: Customer Service
Course Length: 4 hours
Course Description: This course will help employees identify customers and meet customer needs. Participants in this class will be introduced to the customer/supplier chain and examine how employees’ actions can directly impact customers’ impressions of the organization. Participants will learn and practice techniques to identify customers’ needs and solve problems.
Course Objectives:
- Identify your customers
- Examine the KANO model for quality
- Discover how customers are your guests
- Identify a customer/supplier chain
- Define the behaviors of good and poor attitudes
- Look at the LEAP model
- Name 3 opportunities on “bending the rules”
- Practice telephone etiquette
2. Course Title: Internal Services: Beauty is Only Skin Deep
Course Description: Providing excellent service to your external customers relies upon the design of your internal processes. This course examines customer/supplier relationships as you work to break down barriers between divisions and departments. Examining the needs of your internal customers will allow for better internal working relationships and more efficient processes, and ultimately result in seamless services provided to your external customers.
Course Objectives:
- Identify your internal customers
- Clarify your internal customers' needs
- Determine organizational silos
- Establish direct line of sight to your external customers
- Devise a plan for providing great internal service
3. Course Title: Bridge Over Troubled Waters: Exceptional People Skills
Course Length: 4 hours
Course Description: As providers of government services, you are often challenged with providing assistance to individuals at some of the most difficult times in their lives. Maintaining a respectful relationship with all of your customers is your goal. This course provides participants with the opportunity to explore and practice skills that will bridge the gap between your customers' frustrations and your provision of the best possible service.
Course Objectives:
- Review customer-service basics and quality characteristics
- Learn techniques to help diffuse difficult situations with customers
- Understand your own feelings and how to handle them when difficult situations arise
- Recognize when to request assistance to diffuse hostile situations
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