Creating a Customer Service Climate

(Module in the AGTS Manager's Academy)

Class Summary

Quality customer service is no longer “nice to have,” it is critical to individual and organizational success.  In this half-day session you will learn the basics of customer service and the manager’s role in ensuring customer service excellence.

One 4-hour session
Laura Royal

By the end of this program, you will be able to:

  • Outline the key elements of customer service.
  • Explain why quality customer service is critical to your personal success.
  • Demonstrate the customer and stakeholder mapping technique.
  • Describe what is meant by customer service climate and how it is measured.
  • Explain the manager’s role in fostering a climate of customer service excellence.
  • Demonstrate the service mapping process.
  • List communication techniques related to quality customer service.
  • List techniques for obtaining customer input.
  • Develop an action plan for assessing and improving customer service in your department or unit.