Course Description:  Improving Customer Service: A Strategic Advantage is targeted to anyone who wants to take their customer service skills to the next level. Designed to help participants understand the strategic business advantage of customer service.  This course provides a framework for achieving the organization’s customer service vision.


Part 1

  • Assessing your customer service orientation exercise
  • Developing a personal vision statement exercise
  • Reflections and action planning

Part 2

  • Customer Experience Exercise
  • Customer Loyalty Exercise

Part 3

  • Customer Score Card Exercise
  • Cycles of Service
  • Communications for difficult situations
  • Reflections and action planning

Part 4

  • Action Plan Exercise
  • Performance Plan Exercise & Debrief


  1. Defining a Vision of Customer Service
  2. Discovering Customer Expectations
  3. Recognizing the Customer Experience
  4. Enhancing Customer Service Skills


  • Self-Assessment of Customer Service Skills
  • Awareness of others needs
  • Effective communication with internal and external customers
  • Critical Thinking
  • Social and Emotional Intelligence
  • Motivation to serve                                                                                   


  • Development of customer vision responsibilities w/in each role                                      
  • Attentive
  • Advising
  • Service Orientation                    

Tips for Measurement of Impact:     

  • Enhanced relationships with customers
  • internal and external
  • Alignment of intentions and actions to support goals                                                     
  • Enhanced performance and accountability of staff
  • Effective articulation of behaviors and thoughts for consistent with customer service vision.

When:  To Be Announced

The Classes are two hours in length and are typically mornings during the week or via a webinar online.

Where:  Hunt Valley, MD (Classroom & Online Supplemental Material)

Cost:  $149 per person