• Customers - Who are these people and what do they want?
• Where do the Customers go?
• Internal vs External Customers
• Identifying Customer Requirements
• Communication Competencies
• Creating Customer Measurements
• Attitude - How does it influence you and everyone else?
• Managing the Customer experience
• Barriers to Good Service
• Conflict Management - Keep cool under fire
• Addressing Customer Expectations
• How to go beyond expectations

Who Should Attend

Upper and Mid-Level Managers, Quality Supervisors, Department Heads, Sales Professionals and other employees who deal with customers on a daily basis.

Instructors:

Cypress Group team members have experience in all facets of the business process, as well as information technology applications designed to intelligently support the decision-making process. This combination of disciplines allows us to clearly understand the needs of our clients and translate those needs into the solution that best fits their technological and financial goals. John J. Boyle, CPIM, CIRM, is President of Cypress Group. John's 30 years of experience include assignments in Production Control, Marketing, and Management Information Systems.   John holds a BBA in Management and an MS in Industrial Management. Joan M. Gladky, CPIM, Managing Director, has worked in the areas of Quality Improvement, Employee Involvement, Lean Manufacturing, Training Development, Administration, Information Technology, and New Product Development.  Joan holds a BS in Computer Science and an MBA in Management.