National Center for Farmworker Health

Customer Service & Hospitality

Program Overview

Customer Service is the foundation for a successful and effective organization. The practice of delivering consistent and competent customer service will yield results both internally and externally from your client base to the employee break room. This training provides opportunities for participants to engage in interactive group exercises and discussions about presenting the right attitude in various scenarios along with the impact that these behaviors have on organizational success. Participants will explore the meaning of creating an environment of service by creating a vision for the organization. Participants will also identify and apply eight customer service standards in the workplace. A deliverable of this program is the development of customer service guidelines that can serve as the standard for your organization.

Program Objectives

This training will serve to:

  • Explore the meaning of customer service by creating an organizational vision.
  • Establish and review the basics of communication for excellent customer service.
  • Identify internal and external customers.
  • Discuss how ATTITUDE impacts customer service.
  • Explore the dimensions of excellent customer service.
  • Discuss strategies for dealing with difficult situations.

Program Highlights

Customer Service

This training begins with an overview of what it means to create an environment of service and creating a customer service vision. An identification of internal and external customers paves the way for providing consistent and quality care. A review of customer service standards and practical application in an organizational setting enforces the meaning of providing exceptional customer service. This section concludes with a discussion around ATTITUDE and how it impacts our ability to work with patients/clients and co-workers.

Review of Communication Basics

This section provides participants with a thorough overview of the basic elements of communication and the implications of poor communication within organizations and the delivery of quality care to patients. Participants will discuss key elements to interpersonal communication and the role of active listening. This component of the program also addresses the impact of body language and voice inflection on effective communication, and provides participants with tools to incorporate active and effective listening with their clients/patients.

Communicating Effectively with Difficult Clients

In order to deliver stellar customer service, we must know how to tactfully diffuse difficult situations and efficiently address clients who may be upset or unsatisfied. Participants are guided through a six-step process that aims to handle conflict effectively. Common inflammatory trigger words will be discussed along with alternative solutions for these words.

ADDED BENEFIT AND DELIVERABLE OF THIS PROGRAM - Enhancing and Applying Customer Service Guidelines to your organization

Pulling it all together! Participants actively engage in identifying organizational "Coffee Stains". These "stains" represent barriers and challenges that the organization must overcome in order to enhance customer service delivery. Through this process, participants will establish ownership and investment in developing organizational customer service guidelines. Using this knowledge and awareness, participants receive guidance in developing practical solutions tailored to specific organizational concerns. These guidelines and standards can be implemented within your organization. Examples of this application include on-going staff meetings, employee orientation and future employee evaluation.