Customer Service Excellence Course

Module 1: Introduction

• Defines customer service and service excellence in the public sector
• Identifies the importance of customer service in federal agencies
• Introduces the concept of mission statements and service philosophy
• Highlights the “seven enemies” of effective customer service

Module 2: Describing the Customer

• Distinguishes between internal and external federal customers
• Discusses customer needs and expectations
• Explains the importance of customer feedback (formal and informal)
• Outlines strategies for recognizing and responding to customer needs

Module 3: Components of Customer Service

• Introduces service quality criteria such as reliability, empathy, and recovery
• Emphasizes communication and interpersonal skills for service excellence
• Defines and manages “moments of truth”
• Details customer recovery principles and service standards

Module 4: How I Can Make a Difference

• Explores personal and organizational attitudes toward service
• Identifies barriers to excellent service and how to overcome them
• Addresses stress in service roles and techniques to reduce it
• Introduces tools and personal habits that support service excellence

Module 5: Moving to Service Excellence

• Guides the creation of service excellence mission statements
• Defines and explains the components of a service strategy
• Encourages alignment of strategy with customer expectations
• Highlights examples of service excellence in practice

Module 6: Summary: Personal Service Excellence

• Encourages application of course content to daily responsibilities
• Supports the creation of a personalized service excellence plan
• Reinforces long-term commitment to quality service delivery