Customer Service Training

Customer Service: A Strategic Advantage

Leaders in today’s rapidly changing business world have determined that there is more to success than catchy advertising campaigns. Whether it is a business, a professional practice, a health care facility or a government agency, success comes to organizations that are dedicated to looking after their customers. Quality alone is not enough.

High-Performance organizations have realized that their proactive approach to employee skills development helps them leverage customer service as a strategic advantage.

customer service training - Centrixity

Part 1: Defining a Vision of Customer Service

  • Assess your individual customer service orientation
  • Develop a personal vision statement for customer service delivery
  • Discuss the impact of changes in the global marketplace on customer service

Part 2: Discovering Customer Expectations

  • Identify customer expectations
  • Define customer alignment and ways to achieve it
  • Describe the difference between customer satisfaction and customer loyalty

Part 3: Recognizing the Customer Experience

  • Grade customer service using a customer scorecard
  • Track a cycle of service
  • Identify strategies for dealing with difficult customers
  • Recognize the importance of continuous improvement in customer service delivery

Part 4: Enhancing Customer Service Skills

  • Review the Personal Vision Statement you created earlier and revise it if/as needed
  • Develop an Action Plan to identify priority actions for customer service improvement in the role that you play in your organization

Related Diagnostic Tools


Customer Service Training in Oregon, Washington, California

Serving Companies in Washington:
Vancouver WA | Camas | Washougal | Battle Ground | Hockinson | Ridgefield | LaCenter | Woodland | Centralia | Longview | Kelso

Serving Companies in Oregon:
Portland OR | Gresham | Troutdale | Sandy | Hillsboro | Beaverton | Lake Oswego

Serving Companies in California:
Sacramento CA | Vallejo | Benicia | American Canyon | Fairfield | Napa | Suisun City | Vacaville