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Module 11 - Strengthening Business Relationships through Quality Customer Service

Objectives
Upon completion of this session, participants will be able to:

Understand key components of the organization's Quality Customer Service strategy,
Learn how they can integrate elements of the "Foundation of the Call Center" within their role, and
Utilize a "Moments of Truth" tool to identify their specific job related tasks and personal actions which can serve to delight their customers.

This module focuses on the concept of Quality Customer Service (QCS) as a way to strengthen business relationships with both internal and external customers. This module introduces the following five elements of QCS as a formula for success: The Quality Customer Service Approach, Understanding Customer Needs, Effective Communications, Handling "Difficult" Customers, and The Conflict Resolution Process. Participants will have an opportunity to understand how each of these elements contributes to both their own and the organization's success. An emphasis is placed on individual and small-group "hands-on" activities that apply and reinforce the concepts.

Module 11: 35 Pages
Leader Notes: 17 Pages

Module 11 - Strengthening Business Relationships through Quality Customer Service
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Module 11 Telephone Consultation
One hour of telephone consultation with an American Management Association experienced Training Consultant