TQM 1210 — Managing Customer Service
Attracting and keeping customers in a highly competitive business environment is challenging. Consistently delivering the "service edge" that keeps customers coming back distinguishes the successful business from the rest. The manager plays a critical role in working with staff to identify customers and define methods to effectively communicate with those customers. The major emphasis of this course is on empowerment, working with staff to ensure that they are: knowledgeable about their customers and how to best serve them, familiar with techniques to handle complaints, and comfortable with their role as "the company" in each moment of truth. Lecture. Variable. Repeatable 3 times.