"Front-line employees create perceptions by which the entire company or organization is judged."

"We buy people first; then we buy their products and services. The most important people in every organization are the front-line people who interact with customers. Employees treat customers like they (the employees) are treated by management."

Customer Service is great at companies where employees feel good about themselves and love their work, where morale is good, and where employees own or share in the ownership of the company.

• That customers are even more important than front-line people.
• That every customer must be treated like the most important person you will ever meet.
• That perception is reality, and that perceptions can be managed by attitudes and actions.
• The four principles of customer service which every successful organization must follow.
• The key "moments of truth" by which customers will judge your organization.

• A renewed commitment to employee empowerment and morale.
• A new appreciation for the role of front-line employees.
• Specific skills you can use to deliver customer service.
• Ways to personalize and individualize customer contact.
• Things you should always do and things you should never do!
• An action plan to improve customer service.

Instructor: C. Mike Jousan