Customer Service for Supervisors and Managers

This course will address customer service as an essential component of an effective operations strategy for any Native American gaming enterprise.  The interdepartmental nature of customer service will be emphasized, as well as the importance of employee training and management planning.

TOPICS

·        Elements of effective customer service

·        Identification of customer “types”

·        Methods of effective communication

·        Understanding customer complaints

·        Negotiating skills

·        Positive vs. negative demeanor

·        Cross-cultural issues

·        SWOT analysis (Strengths-Weaknesses-Opportunities-Threats)

·        Action Plan Development

·        Identifying customer service impact in existing job descriptions

·        Teaching customer service to employees

·        Personal experience and observations

WHO SHOULD ATTEND?

This course is ideal for supervisors, managers, human resources and training staff members, gaming commissioners, or anyone interested in increasing tribal profits through excellence in customer service. 

RESULTS

Upon successful completion of this course, attendees will have learned: 

·        How to develop an action plan for instilling customer service attitudes throughout the organization

·        A functional understanding of the principles of organizational behavior (as they relate to successful customer interaction)

·        Methods to evaluate customer service practices

·        Techniques for observing customer behavior and anticipating their needs

·        A practical understanding of effective communications skills

·        How to properly use surveys and tests for teaching purposes

·        How to improve diversity management

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Last modified: November, 2004