Center for Services Leadership - How to Deliver Front Line Service Quality
How to Deliver Front Line Service Quality
January 1 – February 28, 2014
Do you interact with customers face-to-face, by email or phone?
Do you manage people who have regular customer contact?
Are you responsible for customer satisfaction and solving customer problems?
COURSE DESCRIPTION: Learn methods for building trust and rapport with customers. Discover strategies for actively listening to customers. Acquire tactics for dealing with difficult customers.
PARTICIPANTS WILL BE ABLE TO:
- Define the five dimensions of service quality
- Define and explain why "moments of truth" are important to service quality
- Explain methods of building trust and rapport with customers
- Describe strategies for actively listening to customers
- Specify approaches to difficult situations and saying "no" to customers
How to Succeed in Your Virtual Team
Five Dimensions of Service Quality
Are Moments of Truth Equal?
Four Types of Moments of Truth
Building Trust and Rapport
Handling Difficult Situations and Saying "No"
Estimated time required to complete the course: 6-10 hours over 8 weeks
This course is an elective for the W. P. Carey Certificate in Customer Experience
WHO SHOULD TAKE THIS COURSE: People who regularly interact with customers; front line employees who are responsible for ensuring positive interactions with the customer. This course is especially recommended for employees from organizations who are responsible for delivering consistent service in multiple locations.
Center Member Rate: $495 per person
Non-Member Rate: $550 per person