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Lifelong Learning Institute - PowerPoint PPT Presentation


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Welcome to:. Customer Service Training. Lifelong Learning Institute. Why are we here?. Reinforce importance of quality customer service. Gain better understanding of quality components. Learn about DOL tool -- “Service by Design”. Learn from each other / build presentation skills.

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Welcome to:

Customer Service Training

Lifelong Learning Institute


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Why are we here?

Reinforce importance of quality customer service.

Gain better understanding of quality components.

Learn about DOL tool -- “Service by Design”.

Learn from each other / build presentation skills.



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WIA - Customer Focus

  • WIA -- NOT BUSINESS AS USUAL !!

  • WIA Requires a CUSTOMER FOCUS

Who are the customers?

What do they need?

What do they expect?

How do our services and products fit?

What processes do we need to change?


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All customers are NOT created equally:

Mandatory Customers

vs.

Voluntary Customers


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Mandatory Customers

  • have no choice in where to buy

  • do not pay to receive products or service

  • may not have repetitive buying behavior (UI)

  • satisfied by quick, hassle-free and accurate services


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Voluntary Customers

  • choose a supplier over competitors

  • often pay to receive a product or service

  • have potential to be repeat customers (employers, job seekers)

  • are satisfied by quick, hassle-free and accurate service AND friendly and personal attention



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