A Customer Service Program that Delivers Results
Providing world-class service is critical to developing and keeping loyal customers. This comprehensive 15-hour program provides organizations with the skills and tools they need to not only meet but also exceed customer expectations.
Customer satisfaction is directly related to positive interactions customers have with your employees. This program will help employees develop customer-focused attitudes and behaviors that enable them to deliver world class service.
World Class Service is a skill-building program designed to build customer service competencies that meet the service needs of external and internal customers. Through DVD examples, individual exercises, and small group activities, participants will learn how to deliver world class service. This 15-hour program is structured in 5 three-hour workshops, and can be customized to meet different organizational needs.
Workshop Overview
Workshop 1: Identifying My Customer Service Style
Workshop 1 helps employees discover and understand their primary behavioral style and how that relates to developing world class customer service skills and attitudes.
Workshop 2: Discovering and Adapting to Your Customer’s Style
Workshop 2 teaches employees how to quickly identify their customer’s behavioral style and adapt to more effectively meet their customer’s needs.
Workshop 3: Developing a Positive Service Attitude
Workshop 3 introduces the CARE model: developing good listening and communication skills that convey a caring service attitude.
Workshop 4: Delivering World Class Service
Workshop 3 helps employees distinguish between professional and unprofessional responses to customer service issues. Employees create their world class customer service mission statement.
Workshop 5: Dealing with the Difficult Customer
Workshop 5 explores effective ways of managing special service situations and problems. Employees learn the EASE model, a step-by-step process to handle difficult situations and conversations.
Employees learn how to build an effective customer service environment as they learn to use tools and develop new skills that create a total organizational commitment to world class service.
Participants in this program will discover and discuss:
- Individual service styles
- Employee expectations of customers
- Customer expectations of employees
- How to ask good questions
- Nonverbal modes of communication
- Satisfying customer needs
- Building relationships with customers
- Dissatisfied vs. satisfied feelings
- Characteristics of good customer service
- How to say “no” professionally
- How to get comfortable handling complaints
- Problem identification and resolution
- Anger defusion
World Class Service is more than a program. It can be a philosophy that helps build your business. How? By offering better service to your clients through a planned service approach. And it makes a big difference to the customer. Employees buy into the process of learning a quality approach to service. They see the difference between just selling a product or providing a service that can lead to repeat sales and loyal customers.
With so many options and commodities available to the consumer today, the one difference your organization can make is the service that you provide. Your customers and clients will go out of their way to do business with your organization when they know that the customer comes first.
The World Class Service program is modular and designed to give you flexibility for delivering this program within your organization. The workshops can be customized and facilitated in a variety of formats to meet the needs of your employees and accomplish your professional development goals.
