Delivering Outstanding Customer Service

Providing quality customer service requires excellent interpersonal and communication skills. This program reviews the knowledge and skills needed to deliver quality service with emphasis placed on a commitment to providing superior service.

Topics Covered:

• identifying and understanding customer expectations
• defining quality and value from the customer's perspective
• creating a positive image through first impressions
• responding to customer needs
• choosing effective methods of communication
• taking the organization's mission to the customer
• uncovering barriers to achieving outstanding customer service
• analyzing perception and the internal customer