Implementing a customer service manual will assist your team and increase customer satisfaction.
Putting the customer first is at the heart of service design and delivery. This also means that seamless integration of delivery will contribute to a particular outcome. Creating a customer service manual is imperative to developing a culture of customer service excellence. Communication is the heart of any organization and a customer service manual is not only a communication tool it is a standardized method of establishing customer service satisfaction. By incorporating service goals, objectives and aligning these standards to organizational objectives customer service is less likely to suffer. It is important to learn the importance of gaining internal adoption and collaboration around these standards and moving towards an organizational culture that promotes excellent customer service.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
Keys to Consistent Service
- Well Established Training and Manual
- Culture That Encourages Empowerment
- Praising Good Practices
Identifying Who Your Customers Are
- Demographics
- Managing Expectations
- Identifying General and Specific Customer Needs
Process and Procedures
- Identifying the Organization's Mission and Purpose
- Implementing Listening With Intention Around Customer Interactions
- Regularly Revisiting Systems, Procedures and Policies to Ensure Accuracy and Relevance
Template Samples
Tools | Resources | Final Takeaways
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on June 17, 2019.
Call 1-866-352-9540 for further credit information.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Larry Hammond, Sr.
V1H Consulting
- Principal with V1H Consulting
- Through his workshops, strategy sessions, and keynote addresses, he focuses on helping organizations that are stuck in the way it has always been done, thinking without ever achieving true satisfaction, to transform
- By producing an organizational culture that creates a contagious leadership environment, helps organizations to achieve maximum performance, increase employee retention, and heighten employee engagement
- More than 20 years of senior leadership, coaching, training, and development experience
- Mentor in business, marketing, sales, human resources, entrepreneurship, and leadership in public agencies and community organizations
- Facilitated management and employee feedback sessions
- Coaches leaders and managers in public and private industries around team building and culture development
- Developed, delivered, and evaluated a variety of training seminars, including, customer service, change management, strategic planning, leadership development, and public speaking
- Provided leadership training to Leadership Pasadena, a leadership program that empowers, inspires, and connects leaders who strengthen a diverse community
- Designed, developed, and delivered management and leadership programs for managers in the public, private, and nonprofit sectors that helped clients improve employee and organizational performance
- Certified in Managing Organizational Change (MOC)
- 34 Strong Certified Strengths Coach
- Completed graduate courses in public administration from Catholic University, Washington, D.C., and in information technology, University of the District of Columbia
- M.A. degree in public administration, The Tseng College-Graduate, international, at California State University, Northridge; B.S. degree, Clark Atlanta University, Atlanta, GA
- Can be contacted at 626-379-4108 or [email protected]
Irma Vargas
V1H Consulting
- 20 years of development, training, and facilitation of workshops for public and private sector organizations in employee engagement, customer service, diversity, establishing processes to mitigate discrimination, favoritism, leadership development, team building, and strategic planning
- Coaches leaders and managers in public and private sector organizations around talent development through strengths-based methodologies
- Organizations include CDC, California State Department of Public Health, Pasadena Public Health Department, El Rancho Unified School District, New Grace Community Church
- M.P.A. Degree, California State University, Northridge, The Tseng College; B.A. Degree in English, Whittier College
- 34 Strong Certified StrengthsFinder™ Coach
- Can be contacted at [email protected] or https://twitter.com/V1Hcoach
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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