Who should attend: This course is open all employees (leader- and employee-level).

Prerequisites: None, although Interaction Skills for Success or Essentials of Leadership are recommended.

How long: 5 hours divided into two sessions of 2 1/2 hours each over the course of two days.

PLEASE NOTE: You must enroll separately for Part I held on 11.17.09

Customer loyalty. It comes from an expectation of superior service. It’s a belief that even if something goes wrong, we will do everything possible to make it right and the customer happy. This course focuses on a pro-active approach to creating customer loyalty with both external and internal clients.

Following this course, participants will be better able to:

• Recognize, meet and exceed customers’ two basic needs – personal and practical.

• Understand how consistent feedback on their job performance helps hone skills.

• Use the HEAT method to turn dissatisfied, angry customers into satisfied, loyal ones.
• Learn the difference between “walkers” and “talkers” and calculate the cost to the organization and themselves. 

For questions, please contact HR Sr. Trainer Cari Baugh at 713.743.3647.

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