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Customer Service

​​Customer service can make the difference between success and failure for an organization.  Just being ‘okay’ and ‘nice’ is not enough.  Customers compare the entire experience they perceive with all other organizations they deal with.  If they have a choice and the total cost is comparable, they will elect to do business with the best.  The goal of customer service should be to make enough difference in the mind of the customer they will chose your company over the competitors, while not adding significantly to cost.

Customer Service Training

This course can be expanded from one-day to five-days in length, depending on the breadth and depth of topics to be covered.  I originally developed the course as a two-day program for the Partners for Quality program widely distributed in Community Colleges throughout the nation during the early 1990’s.  I later adapted the material and delivered it as a five-day certificate program through Portland State University from the mid 1990’s through 2004.  I now deliver it as a tailored program, adapting it to meet specific client needs, delivered on-site.

Typically, in a one-day program, participants will:

  • Determine what world-class customer service is.
  • Learn how to use service experience charts.
  • Understand what customers value.
  • Learn how to complete and use a service gap analysis.
  • Apply the service experience chart and service gap analysis
    to their organization, developing first-draft action plans for
    improvement.
  • Learn proper phone techniques.
  • Learn how to handle customer complaints and problems
    ​customers.
  • Evaluate face-to-face service techniques.
  • Prepare a check list to evaluate their organization's
    ​customer facing capabilities.


Longer programs can explore topics such as:

  • Value as defined by the customer.
  • Characteristics of service quality.
  • Internal versus external service quality.
  • Auditing internal service quality.
  • Improving internal service quality.
  • What it takes to provide superior customer quality.
  • Special requirements of providing international service.
  • Communications clarity.
  • Emotional bank account.
  • Four levels of listening.
  • Body language.
  • Establishing trust with your customer.
  • Teamwork on the front line.
  • Creative problem solving (emphasis on creating customer satisfaction fast, at low cost).
  • Root cause analysis.
  • Continuous improvement on the front line.


This program can also be prepared and delivered as a Train-the-Trainer program, including delivery of a trainer version of the materials, and all material can be tailored to meet specific needs of your organization.

Next Step

If you are interested in discussing how customer service training can help your organization or when the next public classes will be held, please contact me.  I will be pleased to explore options and prepare a proposal, if appropriate.