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Identifying Customer Expectations: The First Step to Serving Your Customers

Discover what your customers really want and meet their expectations with the utmost confidence. The purpose of this module is to help participants understand the effect that expectations have on perceived quality, performance, and self-esteem. Participants will be able to discuss the various expectations that others have and the challenge of meeting those expectations, as well as tools and techniques to meet expectations more effectively. The following areas are covered in the module:
  • Defining Customers
  • Defining Customers' Expectations
  • Discovering Expectations
  • Building Lasting Relationships

AUDIENCE
This module is designed for all employees that must understand and exceed the expectations of customers and co-workers.

FORMAT AND LENGTH
This module can be presented in two to four hours, depending on participants' skill level and teaching objectives. The module includes:

  • Break out groups to solve team problems
  • Discussion on techniques for team development
  • Exercises and presentations
  • Practice sessions and role plays
COURSE MATERIALS
The participant's workbooks contain reference text and exercises, are bound and three hole punched. The module is divided into three sections, one for each phase of training: the Pre-Workshop Assignment, the Workshop Material, and the Post-Workshop Action Items. Participant's workbooks can be used for classroom instruction or on a self-paced basis.

The leader's guide contains the same material as the participant's workbook, with the addition of a section of introductory notes, answers to exercises and explanatory margin notes. The leader's notes contain tips and techniques on setting up and administering the session, checklists, and other teaching aids. Other beneficial components include:
  • A listing of suggested videos which complement the material.
  • Notes which highlight key points, provide tips for training, and detail competencies to be gained.
  • Margin Notes on the workshop materials which guide the leader through the material and indicate when to ask questions, encourage discussion, use flip charts, break into groups, and refer to specific material.

OBJECTIVES OF THE MODULE

By the end of this module, the participants will be able to:

  1. Define the expectations of internal and external customers.
  2. Clarify self-expectations for service quality.
  3. Explain the impact of the Galatea Effect of their personal effectiveness.
  4. List key manager expectations for service quality.
  5. Define corporate service excellence expectations.


Merit Training Corporation
Phone: 757-546-7703
e-mail: info@merittrainingcorp.com



 


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