Requirements
- Internet access
- Netscape or Internet Explorer Web browser
Syllabus
- Lesson 1-Orientation; Definition of Customer Service
- Lesson 2-Measurement of Customer Service
- Lesson 3-Communication is the answer (what's the question); Discuss the different communication methods and messages that are included in satisfying customers
- Lesson 4-Customer Service personnel as ambassadors for their organizations (what's it all about?)
- Lesson 5-Levels of customer service (how much is enough and what does it cost?)
- Lesson 6-Teaming up with "internal customers" and co-workers to deliver excellent customer service
- Lesson 7-Teaming up with "internal customers" and co-workers to deliver excellent customer service (continued)
- Lesson 8-Customer Service choices (the many different options)
- Lesson 9-Telecommunications etiquette
- Lesson 10-Managing the irate customer (especially the one that's about to switch to another company)
- Lesson 11-Customer Service Success Stories
- Lesson 12-Keeping customer service viable; Wrap-up; Final Exam
Instructor
In industry, Tony Swaim has made significant contributions to the
business community dating back to 1977. He has held globally-focused executive positions
with Baxter Healthcare Corporation, Beckman Instruments Incorporated and Allergan,
Incorporated. His most recent industry position was Director, Worldwide Surgical Logistics
for Allergan where he was responsible for supply chain management. Previous responsibility
areas were in operations, inventory management, local area networks, procurement and
quality. 
Mr.
Swaim’s educational background includes an MBA and Bachelor of Science with
concentration in Marketing. Additionally, he has studied in the Executive Management
Program at Claremont Graduate University. Professional certifications held are Certified
Purchasing Manager (C.P.M. offered by the National Association of Purchasing
Management)and Certified in Production and Inventory Management (CPIM offered by the
American Production and Inventory Control Society.