Quality Customer Service
Speaker: Birgit Langwisch

Organizational success depends upon the quality of service that is provided to customers. In fact, few organizations can survive for long without the support of their internal and external customers.

Every time a customer makes contact with an organization, a service "moment-of-truth" happens. The quality of those service moments becomes the basis for the customers' perceptions of the organization and its value -- the basis for repeat business or repeated complaints. To be truly successful, organizations need service excellence.

• Service is a "People Product"
• Key skills - Job and People
• The Service "Moment"of Truth
• Customers'Basic Needs
• How Internal and External Customers Define Quality
• First Impressions
• Non-verbal behaviour
• Ladder of Inference
• Asking Good Questions
• Self-Managed Listening
• The "VOICE"of Quality Customer Service
• Who¹s Speaking? - Transactional Analysis for Quality Customer Service
• Assertive Straight Talk
• Talking Through Difficult Situations
• Defusing the Angry Customer
• Self-Management for Quality Service Excellence
• Telephone Excellence
• Voice Variables, Speaking Rate, Enunciation, Volume
• Word Choice, Accents and Communication Filters
• Body Position
• Enthusiasm and Respect vs. Judgement

Liz Larter and Associates © 2004
60 Bristol Road East, Suite 1204, Mississauga, Ontario, CANADA L4Z 3K8
Tel.: (905) 507-6025 | TOLL-FREE: (877) 507-6025 | Fax: (905) 507-0913 | info@lizlarter.com