Objective: Identify proper perspective for effective customer service, increased customer satisfaction and improved organizational performance. Leave with a specific set of guidelines and a plan for improvement.

Customers have basic needs when it applies to the service they expect. Is their business important to your organization? Is their service message being interpreted correctly? Are you making them feel special? Are their needs met and, preferably, exceeded?

Customers need to feel they are the number one priority, their needs are met and they receive first-rate service.

This lesson encourages your entire organization to refine ideas about customer service through interactive discussions with staff and attendees on topics such as "Internal & External Customers", "Moments of Truth", "Value-Added" opportunities, and "The First 30 seconds" of contact. Your people learn more about working with your customers in a positive way to resolve their problems, instead of continually "just saying no.” Attendees learn and practice techniques that help de-fuse customer problems and enable them to provide the first-rate service that will make your organization stand out among the competition.