Exceptional customer service is the key to success for any business. If customers are unhappy with the service you give them, they probably won't complain; they simply won't come back.

This program is designed to be customized to the meet the needs of your business and to address industry-specific issues.

Based on a total quality management approach to improving customer service, Quality Customer Service is broken down into three phases:

Phase One: Defining It

• What is quality customer service?
• How does it affect your business?
• How well are you delivering it now?

Phase Two: Building It

• Effective Telephone and Face-to-Face Communication
• The "Ten Commandments" of Exceptional Customer Service
• Satisfying Dissatisfied Customers

Phase Three: Sustaining It

• How do you sustain your efforts to give quality customer service for the long term?
• What goes into developing a Quality Customer Service Action Plan for your company?

Copyright © 1997 Sandler Systems Inc.