Project Description

Program Overview:
Do you know what impresses your ‘customer’ most? What prompts your ‘customer’ to return more often
to a particular store or business like yours rather than “shop around?” Customers, like most others in
both their business and private lives, are no longer always shopping for the lowest cost – they are
looking for what gives them the greatest value. When they find that value, they return again and again
and again. What is it that gives a retail store or other business a greater value over its competitors? It’s
their customer-driven orientation.
A Customer is the most important person ever in any business… in person, by mail, or by phone. A
Customer is not dependent on us… we are dependent on him. A Customer is not an interruption of our
work… he is the purpose of it. We are not doing a favor by serving him… he is doing us a favor by giving
us the opportunity to do so. A Customer is not someone to argue or match wits with. Nobody ever won
an argument with a Customer. A Customer is a person who brings us his wants or and his needs.
Learning Outcomes:
The participants will be able to learn
(1) to understand the importance and the value of customer
(2) how to recognize who ‘customers’ are
(3) how to create customer service culture for creating customer for ever
(4) to use customers’ feedback as a tool to improve the business

Learning Topics:
Creating the culture of Customer Service
Office Manner
Handling difficult customers
Creating positive energy