The Preparing to be Outstanding course helps participants understand their role in the critical business function of customer care. It helps them to differentiate between good and outstanding customer service and understand how to use personal experience to deliver excellence. It will also encourage valuing customers and the long term benefits of providing excellent customer service.

Module 1: Why Customer Service Always Matters

•Customer Service is Important
•Good versus Outstanding Service
•Who is your Customer?

Module 2: Knowledge and Attitude

•Knowing your Business
•Attitude!

Learning Outcomes

Once participants have completed this program they will understand how to increase sales and customer loyalty by being an outstanding customer service professional.

Specifically they will be able to:

•Show that they know the value of their customers and will know the long term benefits of providing excellent customer service.
•Differentiate between good and outstanding customer service and understand how to use personal experience to deliver excellence.
•Analyze who their customers are - internal, external, and potential.
•Describe facts, features and benefits of products, promotions and business systems - and will have analyzed competitive offerings.
•Understand how a 'customer first' attitude is a crucial competitive edge - and know how to keep it sharp.

Balance Learning has a number of generic and customizable off-the-shelf content available as e-learning, interactive DVD, CD-Rom or classroom resources.

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