The Customer is First is a powerful program that provides the skills and tools necessary to improve internal and external customer service. The program has five modules packed with practical tools, techniques, and object lessons to bring home the message to each participant. The manual can be customized to meet your needs. We guarantee an improvement in internal and external service.

Learning Goals:

• Discover how to improve your company morale by positive attitude development.
• Improve communication skills to increase cooperation between departments.
• Apply ten tips to maintain a positive attitude.
• Increase telephone skills in the eight most important areas.
• Learn the EPI technique of giving criticism and the 4A formula on receiving criticism.
• Identify your social style and improve your relationship with your supervisor and co-workers.
• Understand and practice active listening in order to respond to questions, objections, and statements.
• Build respect for cultural diversity by identifying the behavioral tendencies of each culture.
• Practice the LACK technique in managing personal conflict.
• Handle the difficult customer with ten proven techniques.
• Exceed customer expectations by evaluating customer expectations and implementing systems to improve current customer service.
• Develop a culture that takes responsibility for customer service.

Course Version/Length:

1/2 day, 1 day, or 2 days

Class Size (recommended):

15-20 or Large Group Conference

Assessments/Materials Needed:

Manual, Reinforcement Cards, and Extended DISC^® Personal Analysis and Group Analysis

Certification Available:

Yes

Course Material: