Statement: Customer Service is the one aspect of any organization that can make or break it. Stellar Customer Service whether internal or external is imperative for the organization to thrive and survive.

WHY Questions:

1) Why is customer service important for any organization?

2) Why do I want to learn how to deliver stellar customer service?

3) Why would I use customer service skills both internally and externally inside my organization?

4) Why is customer service a difficult task inside any organization?

5) Why are organizations looking for people to deliver stellar customer service?

6) Why is everyone inside an organization responsible for customer service even if they are not inside the “customer service” department?

7) Why is it important for you to be the one that connects with the customer through your relationship with them over your competition?

Learning objectives:

1) Understand the difference between a customer and a supplier.

2) Describe the challenges of delivering stellar service.

3) Describe the importance of your role in building customer loyalty through your connection with them relation-ally.

4) List key moments of truth in customer interactions.

5) Describe how customers define stellar service.

6) Plan for your own success in delivering the service qualities customers expect.

7) List actions you can take through your relational connection with the customer, to build customer loyalty.

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