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Customer Service Training

Becoming A Customer Focused Culture


Learning Objectives
Learn how providing G.R.E.A.T.
customer service impacts the bottom
line and Moves TN Forward
towards a customer focused culture
Learn the five keys to G.R.E.A.T
customer service
Demonstrate how to provide
G.R.E.A.T. customer service
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Looks Feels Sounds
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What has been
your worst
customer service
experience?
Why?

What would
you do to
improve
that
experience?
4
What has been your best
customer service experience?
Why?
5
What is the perception of Customer
Service in State Government? Why?
6
List 5 companies that
demonstrate G.R.E.A.T
customer service
How can some of the same
qualities these companies
demonstrate be applied to
state government?

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Attitude Makes the Difference
What does it mean?
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Attitude
An outward expression of internal
feelings.
A favorable or unfavorable reaction
toward something.
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External Customer
An outside
organization or
individual that
receives a
product or
service from the
company or
organization.
10
Internal Customer
An internal customer can be anyone in the
organization. A department or individual within the
company that relies on others to satisfy the external
customer.
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Customer Service Scenarios
Call to Family
Assistance Service
Center







Call to
Appeals &
Hearings
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What
comes to
mind
when you
think of
G.R.E.A.T.
customer
service?
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Greet
establish a
positive first
impression
5 KEYS TO
G.R.E.A.T.
CUSTOMER SERVICE
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Relate connect with customers
Build relationships
Personalize service

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Exceed go above and beyond the
customers expectations
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Affirm make all customers feel valued
and important
Validate
Invest
Recover

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Thank verbally express your
appreciation

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YOU ARE THE F.A.C.E. OF TENNESSEE!
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F.A.C.E. of Tennessee
What does a face represent?
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F.A.C.E.
Friendly
Attitude
Connect
Excellence
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Mirror, Mirror on the Wall
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Demonstrating
G.R.E.A.T. CUSTOMER SERVICE
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In your group create a three to five minute
skit demonstrating your respective
behavior.

Take 10-15 minutes to prepare and practice
your skit.
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Developing Agency-Specific Behaviors
List the behaviors
that are most
important to your
agency/division,
identified with
providing
G.R.E.A.T.
customer service.
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My pledge to G.R.E.A.T. Customer Service
I pledge to uphold these core behaviors, to
demonstrate G.R.E.A.T. customer service, to both internal and
external customers within .


__________________ ______________
Signature Date
Agency
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