Customer Service Is Your Business- (2 Modules)
Session 2: Exceeding Customer's Expectations

It’s not always people who get in the way of exceptional service delivery, sometimes it’s the policies and/or processes that negatively impact service.  Identifying ways to exceed your customer’s needs can give you the insights needed to create a strategy for continued success.

• Minimize the impact of barriers on service delivery
• Create a blueprint to consistently exceed your customer’s expectations

 This course, led by Kim Anderson, founder of Performance Advantage Solutions. She has trained hundreds of leaders & thousands of employees in the Department of Defense (civilian & military members), community colleges & university's, non-profit, social services, finance & Fortune 500 arenas. 

She has created & led performance development programs for two of the largest civilian training operations in the Department of Defense (Marine Corps Community Services / MWR at Camps Butler & Lejeune).  She led the design & delivery of three customer service training's; two of them subsequently implemented worldwide (Marine Corps Community Services / MWR & a Fortune 500 Company).  She has facilitated FranklinCovey's All Access Pass Program for U.S. Air Force military & civilian leaders.  Kim holds a Masters Degree in Adult Education & achieved the Certified Professional in Learning and Performance distinction through the American Society for Training & Development (ASTD).  She completed ASTD's certificate program in Human Performance Improvement Technology as well.  Kim's career has spanned 3 decades & 3 continents.

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