Define the full range
of customers one serves, including internal and external. State any existing
Department customer service mission and/or definition.
Demonstrate, by example, the three elements of Exceptional Customer
List types of
statements most commonly used by service providers that create frustration
and/or discomfort on the part of the customer, identify those one has used,
and learn effective alternatives.
phrases and styles which facilitate high quality customer service; Show the
three types of listening techniques and describe the ramifications of each.
communications' pie and explain its significance when providing service by
phone and face-to-face.
State three key areas
of personal strengths and three areas for improvement, based on peer
observations of ones performance during customer service simulations.
Demonstrate a strategy
to de-escalate an emotional customer service situation; Identify current
blockages on the job, to internal customer service and formulate steps to
Explain the steps to
Service Recovery when a customer is dissatisfied with service provided
for responding to customers who verbally attack or accuse.
Discuss strategies for
managing multiple managers as customers; Identify one's habitual service
style(s), and prepare and implement an action plan for modifying that style
to optimize the quality of service provided.
Select a customer
service-related problem currently being experienced in the workplace and
develop a plan for resolution.