Customer Service: Creating a Strategic Advantage

Participants in this 2-part training course initially define the customer service vision and clarify the customers’ expectations. A performance plan is outlined to execute the new vision. In the second part, the participants learn skills to effectively coach employees in the needed customer service behaviors.


  • Delighted customers
  • Sets uniform standards of service
  • Greater customer loyalty


  • Managing and training employees
  • Difficult customers
  • Measuring performance and making improvements


  • Leaders responsible for internal or external customer service.
  • Departments or divisions that have direct contact with customers.
  • Those responsible for hiring and training customer service employees.

This program is essential for supervisors and managers responsible for the front-line customer service functions.


This program consists of (2) four-hour modules that may be delivered in a single day or in two, half-day sessions. This highly interactive program punctuates lectures with experiential learning activities, discussions and group activities.

The two modules of this course may be used independently or may be combined with other communications programs to form a more extensive training curriculum. Training manuals and hand-outs are provided.