Customer Service - from the top down

Course Schedule

9:00 am - 2:00 pm

Course Description

Customer service is vital to your company at all levels. As an owner, manager or supervisor you set the bar of customer service expectations for the rest of your employees.

This session will look at the triangle of dynamics expectations that exist between the customer, the employee and the business. Communication must be clear in all directions. You will be given scenarios to practice your listening techniques and ability to identify the key issues for the customer.

One of the most important topics covered will be how to keep your cool when things turn ugly.

Topics will include:

What is customer service
Who is the customer
Triangle of expectations
Communication and listening skills
Resolving vs. responding to customers
Keeping your cool
Setting customer service expectations for all your employees
Customer service for dealerships
Effective customer service surveys

Registration Information

Regular Course Fee: 150 $125 single registration / $95 each for multiple registrations

Course fees must be paid in full prior to attending class.

Register

MSTC Enrollment Form

All classes at the MSTC may qualify for funding assistance through the Maine Apprenticeship Program or the Governor's Training Initiative. Please contact us for more information.