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
2
Looks Feels Sounds
3
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?

7
Attitude Makes the Difference
What does it mean?
8
Attitude
An outward expression of internal
feelings.
A favorable or unfavorable reaction
toward something.
9
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.
11
Customer Service Scenarios
Call to Family
Assistance Service
Center







Call to
Appeals &
Hearings
12
What
comes to
mind
when you
think of
G.R.E.A.T.
customer
service?
13
Greet
establish a
positive first
impression
5 KEYS TO
G.R.E.A.T.
CUSTOMER SERVICE
14
Relate connect with customers
Build relationships
Personalize service

15
Exceed go above and beyond the
customers expectations
16
Affirm make all customers feel valued
and important
Validate
Invest
Recover

17
Thank verbally express your
appreciation

18
YOU ARE THE F.A.C.E. OF TENNESSEE!
19
F.A.C.E. of Tennessee
What does a face represent?
20
F.A.C.E.
Friendly
Attitude
Connect
Excellence
21
Mirror, Mirror on the Wall
22
Demonstrating
G.R.E.A.T. CUSTOMER SERVICE
23
In your group create a three to five minute
skit demonstrating your respective
behavior.

Take 10-15 minutes to prepare and practice
your skit.
24
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.
25
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
26