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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:
- Define the expectations
of internal and external customers.
-
Clarify self-expectations
for service quality.
- Explain the impact of the Galatea
Effect of their personal effectiveness.
- List key manager expectations
for service quality.
- Define corporate service
excellence expectations.
Merit Training Corporation
Phone: 800-677-1667
e-mail: info@merittrainingcorp.com
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