Lesson 1: Course Overview
You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
Lesson 2: What is Customer Service?
This session will define customer service and introduce the six elements of customer service which will form the basis of this workshop. Participants will also learn about the first element: a customer service focus.
Lesson 3: Who Are Your Customers?
In most organizations and agencies, customers take two forms: internal and external. This session will look at both types of customers, as well as all customers’ basic needs.
Lesson 4: Meeting Expectations
This session will focus on the critical areas that customers have expectations for.
Lesson 5: Pre-Assignment Review
Next, participants will review the answers to the pre-assignment, which asked questions about common customer service assumptions.
Lesson 6: Setting Goals and Targets
During this session, we will look at setting long- and short-term goals and creating a personal vision.
Lesson 7: The Second Critical Element – Defined in Your Organization
In this session, you will think about what your organization expects of you, and how to ensure that those standards line up with what customers expect.