Customer service is the act of taking care of the customer’s needs by providing and delivering  professional, helpful, high quality service and assistance before, during, and after the customer’s requirements are met. Exceptional customer service implies the ability to constantly and consistently exceed the customers’ expectations. This program targets front-line customer service staff in organizations where high customer service standards complement a brand that is customer focused

Topics to be covered include:

  • Customer Service Baseline Assessment
  • Understanding you organization
  • Customer Service Basics
  • The ABC’s of Customer Service
  • The internal and External Customer
  • Driving Customer Service Excellence
  • Improving the Customer Service Experience

Target Audience

Customer Service
Front-Line Staff

About The Facilitator

Ermath Nicholas Harrington is an International Business Consultant, Founder and Managing Director of HARCON an institutional and capacity building consulting firm based in Trinidad and Tobago. He has diverse consulting experience in the public, civil society and private sector of the Caribbean and beyond. His consulting experience covers strategic planning, performance management, project management, process re-engineering and research. This is augmented by his formal training at the Master’s Level in International Relations. He is a specialist in the Balanced Scorecard Strategic Performance Management Framework.