CUSTOMER SERVICE TRAINING
Customer service training begins with each PPD employee attending a 2-1/2 hour session entitled
"TOPGUN Customer Service Ground School." The objectives of this training class are:
Participants will express confidence in their ability to establish rapport with customers and will
subsequently deliver top-notch customer service.
- Participants will be able to verbalize and perform to PPD service standards.
- Participants will be able to correctly greet the customer.
- Participants will demonstrate the ability to identify acceptable and unacceptable language, body language and service etiquette.
Each participant is given a homework assignment to reinforce their classroom learning with specific examples from their own worksite.
Within 3 months of completing "Ground School", participants are brought back to the classroom for "Preflight Checkoff" (a review of the customer service standards homework book) and for "Takeoff" (a review session in a competitive game show format).
Currently plans are underway to develop a TOPGUN mentoring program for new employees as well as to design a rewards system to recognize TOPGUN customer service. Further information on the TOPGUN customer service initiative at PPD can be obtained by contacting Allan Preston at allanp@ufl.edu.