Total Time: 12 minutes

Summary: 
Having a clear customer service strategy is critical to building a customer service culture and delivering exemplary service. The challenge is in making the strategy real and not just of passing interest or the "flavor of the month." During this program, you'll learn why company vision and mission statements, SWOT analyses, slogans and career service values are important to customer service strategies. You'll also learn what customer service strategies are and how to communicate them.

Topics: 
Introduction
Vision Statement
Mission Statement
SWOT Analysis
Customer Service Strategy
Customer Service Slogan
Customer Service Values
Customer Service as a Key Result Area
Communicate the Strategy
Summary

Technical Requirements: 
P500+ Processor, 128MB of RAM; Windows 2000, 2003, XP, Minimum screen resolution 800x600, Internet Explorer 5.5 or higher; Windows Media Player 9.0 or higher; Flash 8.0 or higher; 56K minimum connection; broadband (256 kpbs or higher) connection recommended; Javascript, DHTML and cookies enabled; Sound card with speakers or headphones strongly recommended.