No organization could exist without customers or clients. Thus, it is only reasonable that you and your employees consider your customers in all that you do.
This course helps you examine your role as a leader and how that role and your behavior impacts your customers. Whether you work for an organization that makes a product, provides services, or anything in between, how you and your employees handle customers matters. At the end of this course you should be able to:
+ Relate the impact that supervisors can have on customer service.+ Evaluate situations and factors that contribute to a customer’s perception of the organization.+ Describe typical measures or ratings associated with customer service perceptions.+ Develop tools and techniques that can assist staff in meeting customer needs and expectations.+ Develop action plans for building staff skills for meeting customer expectations.
Wesley E. Donahue, Ph.D., PE, PLS, PMP, 6σ Black Belt (This email address is being protected from spambots. You need JavaScript enabled to view it.), is the course Master Instructor. Formerly, he was the director of Penn State Management Development, a self-supporting provider of education and training services to business and industry clients around the world. Before joining Penn State, he was co-founder and executive vice president of a manufacturing and specialty engineering firm; manager of corporate development and international manager of technology for a Fortune 200 company; and, professional associate of a worldwide provider of technical management professional services.
