Health & Human Services, Enrichment, and Business and Management Enrichment Health and Human Services Business & Management

Exceptional Customer Service: The Key to Building Loyalty

Whether your business is large or small, product- or service-based, this workshop will help you develop a strategy for developing and then keeping your most important asset, your customers - both internal and external customers.

Customers are more likely to become loyal customers when they have a personal relationship with people inside your organization. This workshop helps participants to understand how to develop a loyalty-driven culture, through individual attention to customer needs, as well as a savvy process for developing high customer service standards and for nurturing those relationships.

Those who would like to take more control over how they develop and maintain loyal customers will benefit from this taking this workshop.

After attending this workshop, you will be able to:

  • Identify the key indicators of a service culture
  • Take personal responsibility for customer satisfaction
  • Anticipate customers' needs
  • Build strong partnerships with internal and external customers
  • Clarify their customers' expectations
  • Develop and practice empathy through active listening
  • Identify ways that they can go beyond customer expectations
  • Assess their personal attitudes while dealing with a difficult moment of truth
  • More effectively handle customer complaints
  • More confidently respond to upset customers

Topics Include:

  • Key Indicators of a Service Culture
  • Taking Personal Responsibility for Customer Satisfaction
  • Anticipating Customers' Needs
  • Building Strong Customer Service Partnerships
  • Using Active Listening to Exercise Empathy
  • Going Beyond Customers' Expectations
  • Personal Attitudes During Difficult Moments of Truth
  • Handling Customer Complaints
  • Service Recovery

Robert Kenney, Ph.D., is president of a training firm based in Lynchburg, Va. Bob delivers workshops through numerous centers for continuing and executive education at major universities such as Duke University, and the Universities of Virginia, North Carolina, and Pittsburgh.


Thursday, April 3, 8:30 a.m.-4:30 p.m.

Registration has ended. Please browse courses for future offerings of this course.

$195 (7 contact hours/ 0.7 CEUs)
Abromson Center, 88 Bedford Street, USM Portland campus