The Manager's Role in Customer Service

This class, intended for front-line managers, has a dual focus:

  • understanding the importance of providing excellent service to both internal and external customers and clients
  • ensuring that you and your organization provide excellent service

Performance Objectives

This class will help front-line customer service managers to:
  • Describe good customer service in the context of their own work areas
  • Apply behaviors that ensure good service
  • Apply strategies for coping with difficult situations
  • Engage staff members in providing excellent service
  • Identify good organizational customer service practices
Audience
Managers of staff who provide customer service
Course Length:
Three and one-half hours
Facilitator:
Certified Princeton Facilitator
Certificate:
Elective (E)
 
*Formerly two classes: Customer Service Fundamentals and The Manager's Role in Customer Service, now combined into one.