Serving the "Invisible" Internal Customers: Explore Sunken Treasure
*Elective Course for both the Customer Service Certificate Programand the Administrative Professional Certificate Program
Poor internal customer service directly and negatively impacts customer service overall. Texas A & M research indicates that 30-40 percent of the time when a customer problem occurs it is a direct result of poor internal customer service.
Learn to use the 6-step process to developing a customer focus, to define your moments of truth, work with co-workers to develop streamlined processes and/or increase quality. We will also discuss how to develop solid collaborative relationships with our co-workers.
Leave with a specific plan for improving your internal customer service.
Learning Objectives:
- Build rapport internally
- Network internally for success
- Team up against re-occurring problems
- Reduce paperwork and hassle
Date/Time:
- Tuesday, May 13, 2008, 8:30 a.m. - noon
- Tuesday, Oct. 21, 2008, 8:30 a.m. - noon
Location: MARC Conference Center
Instructor: TBA
Fee:
- GTI Members $104
- Non-members $120
Registration:
- Register and pay online with a credit card:
- 5/13/08
- 10/21/08
- Register online and pay with an agency purchase order
Questions? Call 816/701-8234 or e-mail gti@marc.org.