Whether your goal is to create customer focus, improve customer retention, create value and build customer loyalty or enhance the delivery of service to your customers, these programs are for you. These programs are designed specifically for managers, front-line and support employees. Each course presents a framework for creating or enhancing customer focus and improving service at the point of contact with the customer. This framework provides participants with strategies and skills that will help them make the most of their day-to- day interactions with people who receive their work-product, products and services.

These training programs will challenge how your employees see themselves, their co-workers, your organization, your customers, and the way you do business. The outcomes of this workshop will be new ideas, new ways of thinking and a positive attitude about the potential of work groups. All courses in the series include an effective balance of discussion, individual and group activities and skill practice. If you are serious about making Customer Focus and Service Quality a competitive advantage in your organization, these programs are a must.

Modules in the Series Include:

• Achieving Service Excellence
• Customer Focused Leadership
• Customers Forever
• Dealing with Upset and Irate Customers
• Service Partnerships: Improving Internal Customer Service
• Telephones Done Right
• The Art of Apology and the Thrill of Recovery The WOW Factor