Customer service is an important part of any organization. It is essential to invest in training your employees to ensure that customers have a positive experience. However, there are two aspects of customer experience that are beyond the control of front-line staff: process and product. If processes are inefficient or products are unsatisfactory, customers will be unhappy.

This course provides you with the tools needed to improve customer satisfaction. Through this workshop, you will learn how to identify issues and create a roadmap for implementing changes. You will also receive customer satisfaction assessment tools.

After the course, you will receive free follow-up coaching from the instructor as you begin to improve your service to end-users.

Performance Objectives: Upon completion of this course, you should be able to:

• Identify and discuss the five elements of customer satisfaction.
• Explain and analyze the four stages of a customer service process.
• Evaluate and propose improvements to their own customer service process.
• Develop and suggest ways to enhance the end-user experience with the product.
• Measure the time impact of changes made to the customer service process and product.

Intended Audience: Leaders, managers, and supervisors.