The 5 Values of GREAT Customer Service Length: min.

Customer Service interactions can be complex under the best of conditions. Add issues of language, race, gender, religion, age or disability into the mix, and we often find otherwise competent employees acting in ways ranging from mildly inappropriate to inexcusably rude. The 5 Values of GREAT Customer Service presents a values-based training approach to meeting this challenge. This video component, when taken with the exercises and activities in the facilitation guide, offers a comprehensive approach to developing customer service relationships built on a foundation of respect.

The customer demographics for most organizations are changing in such a way as to increase the diversity of the populations we serve. This makes it imperative that we improve our customer service training so as to prepare employees to meet the challenges this diversity can present. Simple platitudes about the customer being "number one" or providing "first class service" is not enough. We must work on the values and skills employees need to meet or exceed the expectations of all their customers.

The 5 Values of GREAT Customer Service opens with a series of 5 dramatizations. Each of these underscores one of the values we will explore.

Show Respect - Every customer is your most important customer.

Personalize - Avoid preconceived notions and stereotypes.

Pay Attention - Assess how customers want to be served and adjust.

Show You Care - Present a positive, supportive attitude.

Advocate - Stay on your customer's side