Thursday, June 7, 2018
WCU at Biltmore Park, Asheville NC
Time: 9 am - 3:30 pm (lunch included)
Providing the highest level of customer service is critical to the profit and success of an organization. This workshop will review eight commandments of customer care, which provide a basis for exceptional customer service no matter what type of service is delivered. At the end of the workshop, participants will be able to identify their internal customers, and the effect of internal customer service on the external service provided to customers including patrons, clients, students, vendors and patients.
Participants will learn how to use exceptional internal and external customer service to create an eternal customer; ultimately increasing the organization’s service reputation and customer loyalty. By learning to apply the eight commandments to their own organization and knowing how to assess their own level of service, participants will learn how to move their interpersonal skills to the next level.
Dr. Susan Fouts is Director of Continuing Education at Western Carolina University. Susan has served in various capacities providing professional development for twenty years in a variety of settings and using a variety of delivery modes. As a member of a North Carolina Workforce Commission Task Force which developed a “Dislocated Worker Toolkit” which serves as a model for retraining workers for jobs in a changing economy. Additionally, Susan often teaches in an online environment and serves as the University liaison for alumni and other professionals to remain knowledgeable in their career areas. Her membership in professional organizations includes American Society of Training and Development, Project Management Institute and the Society of Human Resource Development.
Dr. Fouts has been an evangelist for premium customer service for over 20 years. She has created systems that deliver exceptional customer service training for industries as diverse as plastics manufacturers to arts councils. Susan’s approach to customer service training includes being a secret shopper and hiring other secret shoppers to help analyze the overall consumer experience. She holds an undergraduate degree in Clinical Laboratory Science, Master’s Degree in Business and a Doctorate in Education. Which she says means, “I don’t know what I want to be when I grow up.” Her customer service philosophy guides her work, and her greatest joy at work comes from the unexpected thank you note she receives from a satisfied customer touting exceptional customer service.