Show navigation

Available in:

OnDemand Webinar
Audio & Reference Manual
MP3 Download

Creating and Implementing a Customer Service Manual

Implementing a customer service manual will assist your team and increase customer satisfaction.

Putting the customer first is at the heart of service design and delivery. This also means that seamless integration of delivery will contribute to a particular outcome. Creating a customer service manual is imperative to developing a culture of customer service excellence. Communication is the heart of any organization and a customer service manual is not only a communication tool it is a standardized method of establishing customer service satisfaction. By incorporating service goals, objectives and aligning these standards to organizational objectives customer service is less likely to suffer. It is important to learn the importance of gaining internal adoption and collaboration around these standards and moving towards an organizational culture that promotes excellent customer service.

Runtime: 60 minutes
Purchase Options

More Program Information

Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Keys to Consistent Service

  • Well Established Training and Manual
  • Culture That Encourages Empowerment
  • Praising Good Practices

Identifying Who Your Customers Are

  • Demographics
  • Managing Expectations
  • Identifying General and Specific Customer Needs

Process and Procedures

  • Identifying the Organization's Mission and Purpose
  • Implementing Listening With Intention Around Customer Interactions
  • Regularly Revisiting Systems, Procedures and Policies to Ensure Accuracy and Relevance

Template Samples

Tools | Resources | Final Takeaways

Purchase Options

More Program Information

Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on June 17, 2019.

Call 1-866-352-9540 for further credit information.

  • IAAP 1.0
     
  • This course has been preapproved by the International Association of Administrative professionals for 1.0 recertification point(s).
     

Audio & Reference Manual

No credit available.

MP3 Download

No credit available.

Purchase Options

More Program Information

Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Larry Hammond, Sr.

Larry Hammond, Sr.

V1H Consulting

  • Principal with V1H Consulting
  • Through his workshops, strategy sessions and keynote addresses, he focuses on helping organizations that are stuck in the way it has always been done, thinking without ever achieving true satisfaction, to transform
  • By producing an organizational culture that creates a contagious leadership environment, he helps them to achieve maximum performance, increase employee retention, and heightened employee engagement
  • More than 20 years of senior leadership, coaching, training and development experience
  • Mentor in business, marketing, sales, human resources, entrepreneurship and leadership in public agencies and community organizations
  • Facilitated management and employee feedback sessions
  • Coaches leaders and managers in public and private industry around team building and culture development
  • Developed, delivered and evaluated a variety of training seminars, including, customer service, change management, strategic planning leadership development and public speaking
  • Provided leadership training to Leadership Pasadena, a leadership program that empowers, inspires and connects leaders who strengthen a diverse community
  • Designed, developed and delivered management and leadership programs for managers in the public, private and nonprofit sectors that helped clients improve employee and organizational performance
  • Certified in Managing Organizational Change (MOC)
  • 34 Strong Certified Strengths Coach
  • Master’s degree in public administration, The Tseng College -Graduate, International, at California State University, Northridge; B.S. degree, Clark Atlanta University, Atlanta, GA; also completed graduate courses in public administration from Catholic University, Washington, D.C. and in information technology, University of the District of Columbia
  • Can be contacted at 626-379-4108 or [email protected]
Irma Vargas

Irma Vargas

V1H Consulting

  • Partner in the office of V1H Consulting
  • 20 years of development, training and facilitation of workshops for public and private sector organizations in employee engagement, diversity, establishing processes to mitigate discrimination, favoritism, leadership development, team building and strategic planning
  • Coach leaders and managers in public and private sector organizations around talent development through strengths-based methodologies
  • Organizations include, CDC, California State Department of Public Health, Pasadena Public Health Department, El Rancho Unified School District, New Grace Community Church
  • 34 Strong Certified StrengthsFinderâ„¢ Coach
  • M.P.A. degree, California State University, Northridge, The Tseng College; B.A. degree in english, Whittier College
  • Can be contacted at [email protected] or https://twitter.com/V1Hcoach
Purchase Options

More Program Information

Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
  • Audio Recordings*
  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

Sign Up Today
With This Course

Access to all training products for one year
$699/year

Unlimited Lorman Training

With the All-Access Pass there is no guessing what you will need for your yearly training budget. $699 will cover all of your training needs for an entire year!

Easy Registrations

Once you purchase your All-Access Pass you will never be any further than one-click away from attending any Lorman training course.

Invest in Yourself

You haven't gotten to where you are professionally by luck alone; it's taken a lot of hard work and training. Invest in yourself with the All-Access Pass.

Product ID: 406102
Published 2019
Purchase Options

Available in Multiple Formats

Purchase this course and learn on your schedule!