Five Star Customer Service Program for
Service Professionals is a comprehensive program that focuses on
giving individuals the skills they need to provide the best possible
service to their internal and external customers.
CSS programs emphasize both the
right “attitude” and the specific skills required for today’s successful
customer service professional.
Program modules are based on a model of nationally recognized skill
sets and competencies. The
Competencies for Excellence in Customer Service include the ability to
* Professional - demonstrating a business attitude including pride
in one’s job, organization and customer service profession. It includes the skills of proper
work habits, customer orientation, and the ability to mesh personal and
organizational mission, vision and values.
* People Oriented - demonstrating a
caring attitude. It includes the skills required to
build relationships with customers, handle difficult customers, ask
questions, and listen effectively.
* Persuasive - demonstrating a sales and service attitude. It includes the use of caring
control in customer contacts, service recovery, and sales skills.
* Proactive - demonstrating a problem-solving attitude. This includes the skills required
to successfully resolve customer problems, resolve department/system
problems and manage multiple priorities.
demonstrating a winning
attitude. It includes the
total image projected including self-confidence, credibility and