Material for 2-hour lesson, part of the Basic Management Skills course, developed by the OSCE Mission in Kosovo and Police Inspectorate of Kosovo
The goal of this lesson is to provide Police Inspectorate staff with an introduction to the theory and practice of putting customers first and the need for this skill within PIK.
When you have completed this Lesson you will be able to:
- List some of the costs involved in losing customers and explain why it is important to keep customers
- Explain the difference between Internal and External customers
- Explain the difference between functional expectations and personal expectations
- Define excellent customer service
- Identify ways in which you can delight customers
- Describe Six Key Actions for Providing Excellent Customer Service