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Lifelong Learning Institute

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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Lifelong Learning Institute

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  1. Welcome to: Customer Service Training Lifelong Learning Institute

  2. 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.

  3. Why is good customer service so important?

  4. 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?

  5. All customers are NOT created equally: Mandatory Customers vs. Voluntary Customers

  6. 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

  7. 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

  8. Your customer service experiences…………..

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