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Customer Service Excellence

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  • ORegistration open
  • FClass full
  • GGuaranteed to Go
  • RRemote Classroom
Multiple Registrations?
Session Schedule Location Tuition Status
Feb 08 - Feb 09, 2018
08:30 - 16:00 , Thu-Fri
Washington , DC $679 G
Apr 05 - Apr 06, 2018
08:30 - 16:00 , Thu-Fri
Washington , DC $679 O
May 03 - May 04, 2018
08:30 - 16:00 , Thu-Fri
San Francisco , CA $679 O
Jun 07 - Jun 08, 2018
08:30 - 16:00 , Thu-Fri
Washington , DC $679 O
Jul 12 - Jul 13, 2018
08:30 - 16:00 , Thu-Fri
Washington , DC $679 O
Aug 02 - Aug 03, 2018
08:30 - 16:00 , Thu-Fri
Washington , DC $679 O
Sep 06 - Sep 07, 2018
08:30 - 16:00 , Thu-Fri
Washington , DC $679 O
Nov 29 - Nov 30, 2018
08:30 - 16:00 , Thu-Fri
Washington , DC $679 O
Displaying of 8 sessions Show All Show Less

Course overview

Become "customer-driven" and learn how to take service to the top, inspiring others to provide quality service. Gain proficiency in identifying your internal and external customers. Discover the latest methods for enhancing customer service and handling problems, including anticipating and responding to customers' needs.

Who should attend?

Anyone who deals with internal or external customers.

Learning outcomes

  • Understand customer service and service excellence
  • Know the basics of service excellence
  • Explain why customer service is important to you, your organization and your customers

Course outline

Syllabus -- Customer Service Excellence, ADMB7003D, Grad. School, USDA

Day one

  • Introduction
    • Introductory remarks
    • Discussion of service excellence
    • The mission statement
    • Seven enemies of service
    • Why care about service excellence
  • Describing the Customer
    • External and internal customers
    • Dealing with customers
    • Obtaining customer feedback
    • Using customer feedback
  • Components of Customer Service
    • Customer service in the federal government
    • Service quality criteria
    • Effective communication and interpersonal skills
    • Moments of truth
    • Recovery
    • Customer service principles

Day two

  • Components of Customer Service (Continued)
  • How I Can Make a Difference
    • Supporting service excellence
    • Barriers to service excellence
    • Overcoming barriers to service excellence
    • Stress and the service provider
    • Tools and techniques for attaining service excellence

  • Summary - Personal Service Excellence
    • The service excellence mission statement
    • A customer service strategy
    • Personal customer service strategy

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