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Lifelong Learning Institute Customer Service Training Welcome to:

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Presentation on theme: "Lifelong Learning Institute Customer Service Training Welcome to:"— Presentation transcript:

1 Lifelong Learning Institute Customer Service Training Welcome to:

2 Why are we here? Reinforce importance of quality customer service. Gain better understanding of quality components. Learn about DOL tool -- “Service by Design”. Learn from each other / build presentation skills.

3 Why is good customer service so important?

4 WIA - Customer Focus » WIA -- NOT BUSINESS AS USUAL !! » WIA Requires a CUSTOMER FOCUS Who are the customers? What do they need? What do they expect? How do our services and products fit? What processes do we need to change?

5 Mandatory Customers vs. Voluntary Customers All customers are NOT created equally:

6 have no choice in where to buy do not pay to receive products or service may not have repetitive buying behavior (UI) satisfied by quick, hassle-free and accurate services Mandatory Customers

7 choose a supplier over competitors often pay to receive a product or service have potential to be repeat customers (employers, job seekers) are satisfied by quick, hassle-free and accurate service AND friendly and personal attention Voluntary Customers

8 Your customer service experiences…………..


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