Customer service is an integral part of any business and becomes the cornerstone of customer satisfaction, customer retention and business success. The Americus-Sumter County Chamber of Commerce and the Sumter Archway Partnership are exploring an opportunity to provide an SBDC (Small Business Development Center) Customer Service Training course. This will be a benefit provided to Chamber members and to the community at large, with a certificate awarded upon completion. As there seems to be more turnover of front-line workers in any business, the class will be targeted to the management level but of benefit to all. This opportunity will provide managers with the tools they need to train and empower employees.

In order to determine if funds should be directed toward offering this training for our community, we are gauging interest among the business leaders. If you believe this to be a resource in which you or a designee from your organization may wish to participate, please see the information below and complete our survey. Thank you!

Maximum Service is an interactive five part program totaling approximately 10 curriculum hours that will help you develop and implement an outstanding customer service program. Learn fresh ideas to differentiate your business, add value, and create profitable relationships with your customers. The curriculum covered in the program is as follows:

Module 1: What Is Customer Service?
Learn common excuses and pitfalls of poor customer service along with critical strategies for positive customer experiences.

Module 2: Dealing With Difficult People
Learn valuable do’s and don’ts for dealing with angry customers and the true cost of losing a customer who goes away mad.

Module 3: Telephone Techniques for Great Customer Service
Learn effective techniques for positive first impressions that lead to long-term, profitable relationships.

Module 4: Maintaining Customer Service in the Virtual World
Learn how to monitor what’s being said about you online and how to engage customers with effective use of technology.

Module 5: Implementing Your Customer Service Program
Learn the role of leadership and company culture in implementing your program. The class closes with a graduation celebration.

* 1. After reading the description above, how interested are you in this service?

* 2. What day of the week would you prefer to attend this series of classes?

* 3. How useful would this class series be to your company?

* 4. What do you like most about this series of classes?

* 5. What do you dislike most about this series of classes?