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The

PRIDE Model of Customer Service ^TM

"You can pay more, but you can't buy better training."

  "When dealing with people, remember you are not dealing with creatures of logic, but with creatures of emotions – creatures bristling with prejudice, and motivated by pride and vanity."

- Dale Carnegie

The Merriman-Webster dictionary defines a customer as one who purchases a commodity or service. Encyclopedia Britannica defines a business customer, also known as an industrial customer as one who purchases products or services to use in the production of other products.

As a practical matter, we must introduce the internal customer as another type of customer that must be defined. The internal customer is anyone who uses your product, skills, knowledge or services inside your department or organization. On the initial introduction of the internal customer, it is an ordinary reaction for someone to say, “I work in accounting and never deal directly with the customer.” Using the customary definition, that may be true. However, when you define a customer as “anyone who uses your product, skills, knowledge or services” this definition creates an entirely different customer base.

In an article entitled "The Name Means the Same", Sales Management Magazine listed some of the aliases behind which our customers hide. The list included the following references:  

• The lawyer calls him or her a client
• The doctor calls him or her a patient
• The hotel calls him or her a guest
• The editor calls him or her a subscriber
• And many more

The preceding list indicates that you may give a professional name to the person who buys or uses your product or service, but no matter what you call him or her, he or she is always the customer. If we examine the internal customer and apply our definition, the same logic holds. Even if you do not interact with the traditional external customer or client you do have “customers.”

For example, you could begin to create a list that is headed, “A list of those who use my product, skills, knowledge or services includes but is not limited to the following”:

• My boss
• Other department personnel
• Other divisions of my company or organization
• Federal government and regulatory agencies
• State and local government and regulatory agencies
• And many more!

As you begin to apply the concepts of the PRIDE system of customer service, you will be able to adapt these principles to your personal behavior, position or function within your organization to the benefit of your customers.

 Select Your Training Options

Option 1

Purchase the PRIDE System of Customer Service ^TM Manual and use the material to build you skills or train your staff. The manual is distributed as a PDF for $49.95.

+ FREE PowerPoint Presentation - import company template and you are ready to go!

+ FREE Participant Materials - just print out the number of guides you need to train your staff

+ FREE Interview Guides - Administrative, Entry Level, Managerial and Sales Applicants

+ FREE Special Report: 20 Ways to Keep Good Employees

+ FREE Special Report: How to Manage a Project

+ FREE Email Implementation Consultation   

Option 2 - One Day Workshop

Purchase the PRIDE System of Customer Service ^TM Workshop. We will provide all participant materials and the services of an expert trainer at your location. Up to twenty (20) participants may attend the workshop. This is a great value because you can schedule any participants you want, even from another division of your company to spread the cost. If your organization wishes to discuss the PRIDE System of Customer Service ^TM Workshop, call (228) 875-8275 or e-mail.

 Workshop Syllabus

• Develop a Complaint Management System

• Evaluate Customer Satisfaction

• Properly Thank Your Customers

• Resolve Customer Issues

• Develop an Action Plan

Session Agenda 

 Option 3 - Train–the-Trainer Workshop (Two Days)

Purchase the (T³) PRIDE System of Customer Service ^TM Workshop. You will receive the PRIDE System of Customer Service Workshop materials as a PDF that includes the content, participant materials and a PowerPoint presentation that you can edit and use your company templates. We will provide an expert trainer at your location to teach your managers how to conduct the workshop for your associates. Up to 20 participants may attend the T³ workshop. This is a great value because you can schedule any participants you want, even from another division of your company to spread the cost. If your organization wishes to discuss the PRIDE System of Customer Service ^TM Workshop, call (228) 875-8275 or e-mail.

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