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Western Kentucky University

CWD: Courses: Customer Service

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Internal Customer Service

Session Format:

One 4–Hour Session


According to a recent article in Advertising Age, "the job of retaining satisfied customers is the marketing battlefield of this decade…the company who excels here will win the war." When you consider that it costs an average of six times more to get a new customer than to keep a current one, the value of effective customer service is significant. This training session takes participants through a comprehensive five–step process to help them develop an effective customer service program for their business.


The participant will learn to: (1) identify why customer service is declining in many businesses, (2) recognize the potential value of customer service, (3) explore ways of obtaining feedback on customer service, (4) create an effective customer service program, (5) handle customer complaints, and (6) apply the seminar material.

Content Outline

  • Potential of customer service
  • Find out how you’re doing
  • Involve employees in developing a customer service plan
  • Reinforce your plan through training
  • Stress effective customer service at every opportunity
  • Track your efforts

Who Should Attend

This seminar is intended for retail and service businesses who are interested in developing a customer service program that will retain current customers and attract new business.

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 Last Modified 9/25/14