The course is designed for all employees. Employees involved in sales or purchasing of products or services use skills focused on external customer service. All other employees supply products or services to internal customers and will benefit from this course. There are no prerequisites for this course.

Areas of focus for internal and external customer service.

Major concepts, examples, and benefits of world-class customer service

The 10 dimensions of service quality and the importance of attitude;

Real life examples of outstanding customer service; lessons learned

Telephone skills: voice, listening, courtesy, messages and follow-up.

Resolving conflicts and complaints; the four basic communication styles

Mutual gain negotiating techniques vs. positional negotiation

Creating negotiating options, focusing on interests, using objective criteria.

Participants will be able to list, discuss and demonstrate the 6 major concepts of world class customer service; the 10 dimensions of service quality. They will have the ability to plan and implement customer service improvement projects based on identifying and measuring processes important to external and internal customers. Students will be able to use the telephone for problem resolution and effective messaging and follow-up. They will also develop abilities of exploring interests, and creating options for mutual gain negotiations and use the BATNA method to determine effective levels of negotiations. The overall benefits of this course are increased generation of revenue by profitable sales and external customer service; and decreased rework, scrap, and mistakes to decrease internal costs.