This module is geared to anyone with customers--the customer is the final purchaser of our goods or services as well as any recipient of the end product of our work, such as, co-workers and our boss. Participants will enjoy a fast-paced workshop which provides must-have skills for meeting the needs of all our customers. There will be ample opportunity for viewing successful behaviors and trying the techniques.

• Understand the principles of effective Customer Service Identify the elements of a service transaction

• Listen effectively to customers

• Deal with difficult customer situations

• Demonstrate you are trying to meet all the customer's needs

• Consistently keep an enthusiastic and positive attitude

• Use appropriate eye contact, body language, and tone of voice

• Recognize the impact internal customer service has on external customers

• How to say "no" the right way.

Additional topics can include:

Effective Communication and the External Customer

• Listening Techniques

• Styles of Communication Behavior; Making it Work for You

Handling the Difficult Customer

• Backtracking and Clarifying

• Letting the Customer Save Face

Improving Internal Customer Satisfaction

• Checklist and Critical Contact Points
• Saying "No"--Interpersonal Negotiation

How do we know we are doing well? Surveying Techniques and Tips

Developing our Individual Customer Service Action Plan

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revised 1/2/98