Customer Service: Strategically Creating Standards and WOWs

Customer service is a key part of almost any organization's strategy, whether profit, nonprofit, or public. However, customer service is complex and it is further complicated by the nature of human perception – perception is reality and customers react to their perceptions. You will learn how to manage customer perceptions and their expectations. It is possible to give too much service, so you'll learn how to strategically set service standards, ways to measure customer satisfaction, and how to empower service providers within guidelines.

At a glance

What: Customer Service: Strategically Creating Standards and WOWs

When: Last offered Nov 10, 2017. Check back for next offering.

Where: Pyle Center, 702 Langdon St., Madison, WI

Cost: Standard: $255 | Govt./Non-Profit*: $195 | Lunch Included | *This rate is available to nonprofit and public sector organizations, government agencies, and nonprofit educational institutions. For questions about eligibility, please contact the program director.

Continuing education credit: 6 hours (0.6 CEUs)

Instructor: Laura V. Page

Registration closed

For additional information, contact Laura V. Page: 608-890-3627

Learning objectives

  • Explore aspects of human nature, including human perception, and derive implications for creating service guidelines.
  • Understand research on what customers want, and use as a framework for setting standards and training service providers.
  • Use a detailed example of an organization’s guide for handling unhappy customers as a starting point for creating your own.
  • Identify multiple methods for measuring customer satisfaction to guide service strategy, set standards, and give coaching feedback.
  • Distinguish between encouraging and empowering “Wow” moments by service providers and going too far.
  • Use “Moments of Truths” as a method for identifying opportunities for service and for creating the perception and reality of excellence.
  • Derive from understanding interpersonal communication how to say “No” or “You Must” to a customer while preserving a positive relationship.