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Western Kentucky University

CWD: Courses: Customer Service

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Improving Customer Service

Session Format:

One 2–Hour Session


This training, based on the national best seller "The Fred Factor", explores ways to improve customer service by fostering a culture that creates "Freds" and recognizes the "Freds" that are already in your organization. This training will encourage you to look at yourself and the people you work with differently. Be careful, you may also improve your personal relationships!


The participant will learn: (1) the value of employee recognition, (2) how relationships improve customer service, and (3) how to reward employee conduct without spending a lot of money.

Content Outline

  • It could be George or Sue. Why is it Fred?
  • How to make a difference one person at a time
  • The organizational culture and customer service
  • Building long–lasting relationships

Who Should Attend

This seminar is intended for all employees.

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 Last Modified 9/25/14