Customer Service  “There are no traffic jams along the extra mile.” - Roger Staubach
This two-day multifaceted workshop is the NCSA’s most comprehensive customer service program. The course incorporates all aspects of Excellence in Service, empowering participants to forge lasting and beneficial customer relationships. Course materials are designed to provide participants maximum understanding of the critical elements of service while identifying both individual and organizational service improvement opportunities. Participants learn to shape customer focus into a streamlined extra mile approach: - Identify what constitutes Excellence in Customer Service and identify the current state of their service culture – both individually and organizationally
- Gain a functional understanding of what drives customer behaviors and how that information can impact the delivery of world class service
- Learn that communication is far more than just talking and listening and how we can build on these skills to strengthen overall customer satisfaction
- Understand the critical elements required to effectively build long-term, positive relationships that lead to customer loyalty
- Learn to effectively manage “service breakdowns” using professional service recovery techniques that preserve and strengthen customer satisfaction
- Explore real life customer service situations to understand how to effectively apply course materials in the workplace
- Go “Beyond
 ” by documenting and making a commitment to accomplish specific goals for improving customer service in your organization
Intended Audience - Managers, supervisors, key service personnel
- Applicable for employees with an external or internal customer focus
This course is an absolute must for: - Organizations that are customer-focused with a desire to increase overall levels of customer satisfaction
All participants who complete this course receive: - Certificate of Completion - suitable for framing
- “Beyond
 ” – work plan for specific service improvement
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