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Enhancing Your Customer Service Skills

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Enhancing Your Customer Service Skills

A bad customer experience can make or break a company's reputation and bottom line. It becomes vital that each employee be performing excellence in customer service.

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As an employee, you are the face of your organization. You represent your company to every customer you see, speak to or help. Taking time to refine your customer service skills helps you reap the benefits of stronger profits, satisfied customers and a happier workplace. This seminar will give you practical skills you can use immediately to improve your service to both external and internal customers and will assist you in improving customer relations while reducing consumer complaints.

What are quality service and customer relations?

  • Where customers fit into the quality improvement process
  • The two needs every customer has


How to identify and satisfy internal customers

  • Internal customer defined
  • Application exercise: identifying your internal customers


The components of quality service: How your customers and internal clients perceive you

  • Reliability
  • Responsiveness
  • Security
  • Competence
  • Access
  • Tangibility
  • Understanding
  • Patience
  • Courtesy
  • Credibility
  • Communication


Rating your area’s quality service: an application exercise


How leaders influence positive customer relations and quality service: five specific behaviors


Integrating quality service into your quality improvement process


The Eight Step Method in preventing and reducing customer conflict


Practical exercise on complaint handling

“The program had practical/applicable information that I feel anyone can benefit from. Dr. Don Hackett made the presentation fun and interactive.  He can be a pretty funny guy! I tried one of his suggestions about using the “understanding statement” at home the same day and it worked! I think this is such good advice that I can use in my job and also in my life.  I would love to attend another course. I feel like the training was effective and memorable. Most training doesn’t seem too memorable, which makes this one stand out.”

Maria Mannani, Solutions Delivery Specialist, AgVantis, Wichita, Kansas

“Without a doubt this is one of the best programs I have attended at CMD. I was very impressed with Dr. Hackett’s passion, knowledge, presentation skills and his many stories. Dr. Hackett made me feel comfortable, important and valued.”

Philip Lutz, Maintenance Manager, Catholic Care Center, Wichita, Kansas

If you interact with a customer, vendor, supplier, internal customer, or another business, you use customer service skills and could benefit from this class.

Substitutions are free and must be done prior to the start of the class or certificate program.

Cancellations or rescheduling must be received in writing and full refunds will be given up to four business days prior to the start of class.

Any cancellation or reschedule submitted with three or less business days notice is subject to a $35 charge on 1 or 2 day classes and a $75 charge on certificate programs.  

No refunds after the first day of the class or certificate program.

This program is relevant on so many levels in your organization. It is affordable and convenient to host an onsite program and train several departments and levels at the same time. Let’s explore the possibilities of having this program at your facility.  Paula.Seiwert@wichita.edu 

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