QUALITY CUSTOMER SERVICE

Quality customer service is designed to link individual performance to organizational quality service efforts. Participants will recognize and develop skills necessary to effectively improve the quality service focus within the organization.

TOPICAL OUTLINE

Strategy

• Developing a Culture
• Building a Framework
• Understanding Trends In Customer Relations

Leadership

• Creating a Quality Service Vision
• Making Quality Customer Service a Day-to-Day Reality
• Empowering Employees
• Coaching Employees to Act Independently

Organizational Infrastructure

• Getting Employees Involved - Self-Directed Business Teams
• Collecting Customer Data
• Working Across Functional Boundaries
• Utilizing Technology

Human Resources

• Recruiting Customer-Oriented Employees
• Developing Front-Line Employees
• Dealing with Conflict

Measurement Systems

• Creating Measurement Systems/Standards
• Making the System Matter - Reward the Winners
• Using Feedback for Improvement