Achieving Customer Service Excellence


Feb 13, 2013 - Feb 14, 2013


Sandhill REC, Lake House

900 Clemson Rd.

Columbia, SC

February 13, 2013
Sandhill REC, Lake House
900 Clemson Rd.
Columbia, SC

February 14, 2013
Madren Center
230 Madren Center Dr.
Clemson, SC

Course Description
This program will help participants identify and understand who their customer really is, focus in on the Moments of Truth they encounter every day, assess the Report Card that customers use to grade the service they receive, and complete a Service Excellence Scorecard on themselves and their organization. Participants will also develop a plan for understanding themselves and their customers, commit to an Action Plan for improving their service, and assess their personal level of motivation for carrying out their plans.

Who Should Attend
This program is designed for people who work directly with customers as well as those who manage or supervise those employees

Course Instructor
Michael A King has designed, developed, and delivered training programs for government, non–profit agencies, and private sector organizations for the past 25 years. He is the author and primary instructor for the management and leadership segments of the Kentucky Roads Scholar and Road Masters programs; he helped create the nationally accredited Certified Career Manager Program and has served as the executive director of the Kentucky Corrections Training Academy. He has been the featured speaker at a variety of local, state, regional and national conferences and conventions, including being selected to present at the prestigious American Society for Training and Development International Conference in New Orleans and San Francisco.

Course Overview

  • Who is your customer?
  • Identify your Moments of Truth
  • What is my Report Card?
  • Understand yourself & your customer
  • Apply the Fish Philosophy
  • Assess your Service Excellence
  • Develop a Personal Action Plan
  • Peaks and Valleys of Motivation

Class registration is from 8:30-9:00. The class will begin at 9:00. Lunch will be provided. We should adjourn around 4:00pm.

Course Fees
Government Rate (City,County, State or Federal employees): $35.00 per person
All other participants $100.00 per person.
Advance registration is encouraged so that an accurate estimate of the number of workshop participants can be obtained.

Registration Closed