Achieving Customer Service Excellence

Sandhill REC, Lake House

900 Clemson Rd.

Columbia, SC

When: Feb 13, 2013 - Feb 14, 2013

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

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

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

Schedule:
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

Schedule

Payment Policy

Payment must be received no later than 5 business days prior to the workshop. If your registration payment is not received by then, you will not be guaranteed your slot in the class.

Checks should be made payable to “Clemson University” and mailed with the invoice number and/or a copy of your invoice to:

Clemson University
T3S
202 Hugo Dr.
Clemson, SC 29634

Cancellation Policy

If you cancel your registration more than 72 hours before a class, your registration fee will be refunded, less a $35 processing fee. If you do not cancel before the 72 hour deadline your registration fee will not be refunded. You may send a substitute in your place, provided that you inform us of the substitute’s name no later than 24 hours before the training.  No-shows will not have their registration fee refunded.

If you have questions regarding workshop registration please email Summer Chandler or call 864-656-4183.