Customer Service 
“There are no traffic jams along the extra mile.”
- Roger Staubach
This two-day multifaceted workshop is the NCSA’s most comprehensive customer
service training program. The course incorporates all aspects of Excellence
in Service, empowering participants to forge lasting and beneficial
customer relationships. Course materials are designed to provide participants
maximum understanding of the critical elements of service while identifying
both individual and organizational customer service improvement opportunities.
Participants learn to shape customer focus into a streamlined extra mile
approach:
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- Identify what constitutes Excellence in Customer Service and
identify the current state of their service culture—both
individually and organizationally.
- Gain a functional understanding of what drives customer behaviors
and how that information can impact the delivery of world class
service.
- Learn that communication is far more than just talking and listening
and how we can build on these skills to strengthen overall customer
satisfaction.
- Understand the critical elements required to effectively build
long-term, positive relationships that lead to customer loyalty.
- Learn to effectively manage “service breakdowns” using professional
service recovery techniques that preserve and strengthen customer
satisfaction.
- Explore real life customer service situations to understand
how to effectively apply course materials in the workplace.
- Go “Beyond ”
by documenting and making a commitment to accomplish specific
goals for improving customer service in your organization.
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Intended Audience
• Managers, supervisors, key
service personnel
• Applicable for employees with an external or
internal customer focus
This course is ideal for:
• Organizations with a strong
customer orientation wanting to increase overall customer satisfaction
All participants who complete this course receive:
• Certificate of Completion—suitable
for framing
•“Beyond ”—work
plan for specific service improvement
For more information on NCSA’s available courses,
contact us
today!
