ABSTRACT
This chapter provides a design for a one-day workshop for fantastic customer service every time, purpose and objectives of the programme, notes on delivery and transitions, and the programme agenda. Customizing the content of this programme will enhance the design of the programme. Within the programme are many exercises that ask for examples specific to the work environment. Using actual work scenarios will make this material relevant to one's own organization. There are instructions on how to expand and vary activities to extend training time for longer than one day. The training objectives are to determine underlying expectations of internal customers, recognize levels of service, identify common customer expectations, and to describe ‘moments of truth’.
