BSLL 1077 - Creating Great Customer Service

People recognize good customer service when they experience it. Whether it's a refresher or a skill builder, this course provides an opportunity to improve the skills you use to provide service, respect, and satisfaction to your customers. This program teaches the tools, practices, and attitudes that thrill customers.

Learning Modules:

• Pit-falls of Bad Customer Service
• Add Respect and Satisfaction to Customer Service
• Personal Responsibility-Internal and External Customers
• Survey Techniques for Employee and Customer Feedback
• Distill and Comprehend Customer Surveys
• Develop Effective Measurement Systems

Exercises & Simulations:

• "Da Vinci's Brushe" watercolors-vision, leadership, communication, blind-spots
• "Van Gogh Forgeries"-communication, feedback, misunderstandings
• "Three Drops of Coffee"-How different customers interpret the same service
• "The Good-The Bad-The Ugly" styles of customer service

Texts - Selected from: Road to Optimism, Bridges to Balance, Quality at Work, Triumph in Teams

Noncredit courses do not produce academic credit nor appear on a Colorado State University academic transcript.

Instructors

Rick Griggs

Rick holds Bachelor's Degrees in Psychology and French, and a Master's Degree in Business Behavior Analysis. He has held management positions at Fortune 500 companies such as National Semiconductor and Intel. He has also consulted for IBM, HP, Apple, the IRS, Lucasfilm, Visa, and other public private firms.

Learn more at: http://www.griggsachieve.com