The Joy of
Customer Service SM

 “To be of service is a gift to ourselves as well as our clients/customers.”

Designed & Presented by:
Martin Brossman

Good service defined
Internal Dual Roles-provider/customer
(Improve leadership & competitive edge)
Transforming complaints into contribution
Listening that creates loyal customers
 Redirecting Anger: your own and the customers
The power of connecting your vision to customer service
Understanding how effective customer service is to give you a competitive edge
Good service: What's in it for you, the client, and the company?
 
We all provide and receive service - from the President of a company to the sales staff - from the Director of a government agency to the operations staff. Yet few transfer their expectations as a receiver of service into providing service.  Quality service creates an  harmonious environment of benefit to all.  This course addresses the concept of good service- within an organization's mission, vision and objectives. It addresses the customer's perceived expectations and the total customer experience.  The course provides practical approaches of lasting value to the customer service provider. Using established principals and tools, the course is tailored to the needs and applications of the individual, organization, company or government agency.  Creating the passion for satisfying the customer adds a competitive edge to any product or service and enhances the value of the employee.
 

About the developer and presenter:
Martin W. Brossman is the Director of CoachingSupport.com, an organization committed to supporting people in living lives they love. He is a trainer and personal coach, specializing in communications, career direction, conflict resolution,  coaching, and team effectiveness. A graduate of St. Andrews College, he has 20 years of professional experience including organizing and operating small firms and a personal consulting business. At IBM he received the "IBM Means Service" award, the top award given for customer service. In 2000 he was honored with the NC Governor's Volunteer of the Year Award. Martin has been a speaker and trainer for corporations, government agencies, and medical centers including; IBM, The Environmental Protection Agency, Duke Medical Center, and the Granville County Health Department. He has been a featured presenter at the National Leadership Training Forum of the American Society for Training and Development. As a volunteer and trainer, he offers his services to the Laugh Mobile Program at Duke University Hospital in Durham, NC.

This course is available as an on-site course. For further course information contact Martin Brossman at
Phone: (919) 847-4757 or e-mail: Martin@CoachingSupport.com

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