| “Nothing is more characteristic of a man than the manner in which he behaves toward fools.”
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- Henri Frederic Amiel, 1821-1881
Swiss Journalist and Critic
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High performing organizations realize that success is correlated with customer satisfaction. Successful organizations train personnel to be responsive to the needs of both internal and external customers. FOH’s Customer Service Training programs teach the value of a customer service orientation, explain a process for improving service, and give practical strategies for providing exceptional service to even the most difficult customer.
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| Customer Satisfaction Studies
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FOH-ODCS-1101
Overview:
Providing exceptional customer satisfaction is a goal of all high performing organizations. To attain a high level of satisfaction, it is imperative to obtain feedback in a structured and scientific manner from the customers being served. FOH can help organizations learn how to elicit valuable information from internal or external customers, including:
- Areas of excellence to use as benchmarks
- Perceived problem areas
- Perceived “gaps” in performance
- Suggestions for improvement
FOH uses a variety of techniques to gather customer satisfaction information. Some of these techniques include interviews that allow for in-depth examination of issues, focus groups to get valuable information from several customers at once in an environment of productive interaction, and satisfaction surveys that provide quantitative data across customers for analysis.
Duration:
This organizational development program lasts between one and three months.
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| Cultural Diversity and Your Customers
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FOH-ODCS-1102
Overview:
Diversity issues are highly important when it comes to serving customers. Effective organizations make a commitment to deliver high quality service to all customers. The cultural makeup of our customer base has rapidly changed. This training will help managers learn more about their organizations including:
- Assessing if they are successfully serving a diverse customer base
- Determining if cultural barriers are working against effective customer service
Our consultants will conduct an assessment and provide organizations with a profile that reveals how well they serve today’s diverse customers. Then we can provide customized training that will help participants learn new skills including:
- Understanding culturally diverse customers
- Understanding the effects of personal cultural barriers
- Developing new skills to effectively serve a diverse customer base
FOH uses a variety of techniques to gather customer satisfaction information. Some of these techniques include interviews that allow for in-depth examination of issues, focus groups to get valuable information from several customers at once in an environment of productive interaction, and satisfaction surveys that provide quantitative data across customers for analysis.
Duration:
The length of this organizational development service varies depending on group size and the depth of assessment desired, but the assessment process can normally be completed within three to four weeks. Training lasts one to three days, depending on the needs identified in the assessment phase.
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| A Model for Stellar Customer Service
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FOH-ODCS-1103
Overview:
This briefing raises organizational awareness of the importance of excellent customer service. The training focuses on a model for stellar service, what customers expect, and includes examples of both ineffective and highly effective customer service.
Duration:
This briefing is scheduled to last one-half day.
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| Turn Customers into Raving Fans
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FOH-ODCS-1104
Overview:
In this workshop, participants will learn why improving customer service in the workplace is so important. They will also learn about model customer service programs that can be tailored so that any organization can achieve stellar service and turn customers into raving fans by exceeding their expectations.
Duration:
This workshop lasts approximately one day.
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| Communicating with Difficult Customers
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FOH-ODCS-1105
Overview:
The Government Performance and Results Act (GPRA) requires that Federal organizations create an atmosphere in which customers or clients will have an increased sense of confidence in government. To make that goal a reality, employees must have the skills to resolve customer issues effectively. Participants will explore techniques for managing difficult customer issues via role-playing and group discussion.
Duration:
This training lasts one-half day.
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| Developing a Customer Driven Organization
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FOH-ODCS-1106
Overview:
With this training, organizations will get a snapshot of the present state of their customer service efforts. Participants will be able to develop a vision of the future by describing what their work area would be like if it were more customer-driven. They will also have the opportunity to create action plans to enhance customer service. (Note: This program has the greatest impact when delivered to all the managers and supervisors of a given organization or to an intact work group including the manager or supervisor).
Duration:
This training lasts one-half day.
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| Telephone Techniques Briefing
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FOH-ODCS-1107
Overview:
This briefing offers participants a variety of techniques to improve their comfort and confidence on the telephone. It includes customer service techniques to enhance professionalism whether dealing with internal or external customers. Participants will acquire tips that help them avoid common telephone service mistakes.
Duration:
This training lasts one-half day.
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sound minds 
