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