Chapter 2

One-Day Customer Service Workshop: From the Customer’s Perspective

What’s in This Chapter

• Objectives of the one-day Customer Service Workshop

• Summary chart for the flow of content and activities

• One-day program agenda

This workshop’s primary focus is on service strategies—from the customer’s perspective. Throughout the activities and discussions, be prepared to drive home the importance of that point. Participants may be tempted to look at service strategies from the perspective of what is easiest or best for them, rather than for the customer. Redirect participants when needed, by asking questions such as “I hear you, I am just ...

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