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Delivering Customer Focused Service
During this training, participants will learn guidelines for delivering customer focused service, including understanding their role as a professional; the essential skills of communication: listening, questioning, verifying, explaining; and a four-step customer service model.
• Define your customers, both internally and externally.
• Understand the psychology of human values and expectations.
• Identify those expectations that are attributes in providing exceptional customer service.
• Demonstrate professionalism and self-mastery in addressing customer service.
• List at least 10 characteristics associated with professionalism that you can exhibit on the job.
• Define key customer service interactions. For example, where and when key interactions occur.
• Identify personal challenges and obstacles.