Customer Service Fundamentals is the key differentiator to the success of any organization and business. You will gain an understanding of the fundamentals of delivering customer service with reliability, integrity, timeliness, and empathy. After taking the training, the employee will have an understanding of the communication skills, problem solving skills, procedures and resources in place for employees to access areas of where improvements are needed in delivery. The training will cover what is required under the law as a state employee and give state employees practical tools on how to implement service delivery stands and issues when you arise.

Performance Objectives: Upon completion of this course you will be able to:

• Learn the Pillars of Customer Service in delivering outstanding customer service, make your customers feel valued and increase your customer loyalty
• Learn how to forge a human connection with your customers, and how to establish rapport within the first few seconds of a customer service interaction.
• Learn how to create positive conversations with challenging customers
• Identify how to access areas where improvements are needed
• Learn how to set yourself up for success to decrease response times for frequently requested services and increase consistency of treatment in service delivery
• Learn how you can create performance measures to evaluate progress in service

Competencies Covered: The pillars of providing excellent customer service and make your customers feel valued. Methods to forge human connections quickly. How to evaluate your service.