Whether your goal is to create customer focus, improve customer retention, create value and build customer loyalty or enhance the delivery of service to your customers, these programs are for you. These programs are designed specifically for managers, front-line and support employees. Each course presents a framework for creating or enhancing customer focus and improving service at the point of contact with the customer. This framework provides participants with strategies and skills that will help them make the most of their day-to-day interactions with people who receive their work-product, products and services.
These training programs will challenge how your employees see themselves, their
co-workers, your organization, your customers, and the way you do business.
The outcomes of this workshop will be new ideas, new ways of thinking and a
positive attitude about the potential of work groups. All courses in the series include an effective balance of discussion, individual and group activities and skill practice.
If you are serious about making Customer Focus and Service Quality a competitive advantage in your organization, these programs are a must.
Modules in the Series Include:
Achieving Service Excellence
[PDF]This unique customer service workshop gives frontline employees a clear
picture of their service strengths, the areas they need to work on, and the
motivation to acquire all the skills of an all-around excellent service provider.
During the session, employees rate themselves in seven competency areas
considered to be critical to the ability to provide top notch customer service.
This evaluation helps employees to draw accurate conclusions about how
skilled they presently are in customer service. The assessment tool quickly
generates insights that deliver results again and again, as employees seriously
consider how well they:
Customer Focused Leadership [PDF]Customer-Focused Leadership provides you with proven fundamentals for
developing and improving service quality. This program provides a way of
thinking, a mind-set that can empower people to go beyond satisfaction. If you are
serious about making Service Quality a competitive advantage in your
organization, this program is a must. While parts of the program will help anyone who works in an organization where service quality is important, it is specifically designed for Executive, Directors, Managers, Supervisors and Team Leaders who are responsible for creating a customer-focused service environment..
Customers Forever [PDF]Quality customer service is the competitive advantage and the mark of excellence
for any company. It is getting more difficult to successfully compete on the basis of
price and quality of products and services alone. Customers are demanding better
service, but unfortunately, poor service is still the norm in most companies.
This _ day workshop is for companies wanting to create a competitive advantage by
training their managers and employees in the latest customer service skills and
strategies. Those completing the workshop will develop the expertise to improve
customer relations, create value and build customer loyalty.
If you are serious about making service quality a priority in your organization, this
program is a must.
Dealing with Upset and Irate
Customers
[PDF]The ability to handle tough situations, like upset customers, will help your
organization grow into an outstanding service provider. It is easy to work with people you like, and it is even easier to work with people who like you. But that’s not always the case. Sooner or later, you’ll have to deal with upset and irate customers. Irate customers feel that they have been wronged, and are upset and emotional about it.
There are some sound business reasons to become skillful at handling irate,
angry customers. Those who do complain care enough to talk to you, and have
not yet decided to take their business to your competition. They are customers
worth saving.
Not only are there benefits to your company, but you personally gain as well.
Become effective at handling irate customers, and you’ll feel much more
confident in your own abilities. If you can handle irate customers, you can
handle anything. While anyone can work with the easy people, it takes a real
professional to be successful with the difficult customers. Your confidence will
grow, your poise will increase, and your self-esteem will intensify. By
completing this course, you will learn:
Service Partnerships:
Improving Internal Customer Service [PDF]The quality of service delivered to the external customer depends directly on the
quality of Service the employees provide for each other. There is absolutely no
possibility of excellent customer service without excellent internal service. This
course teaches employees how to provide each other with exceptional internal
customer service.
Telephones Done Right [PDF]In the hands of untrained people, a telephone is the most dangerous, unstable,
potentially catastrophic piece of equipment in your workplace.
This workshop will help your employees to get the most out of calls in your
business…both incoming and outgoing. What to do and what not to do.
Extensive role-playing and behavior modeling are used in this course.
The Art of Apology and the Thrill
of Recovery [PDF]Customers make or break your business. In many businesses, complaining
customers are rare. When something goes wrong or a mistake is made,
customers become upset and expect less from you in the future. Their level of
trust goes down and they may switch to your competition. Knowing how to
handle complaints, apologize, and recover quickly and effectively can make a
big difference in how customers feel about your business. By completing this
course you will learn how to turn unhappy and upset customers into raving fans.
The WOW FactorDelivering a level of service which consistently “wows” your customers will create differentiation in today’s highly competitive marketplace. This kind of differentiation will lead to customer loyalty and a “fan base” of customers who will brag about how good you are to deal with. That’s got to be good for your business!
Topics Include:
• What is service?
• Why service is the competitive edge
• What are the benefits?
• What customers want—HEART
• Your HEART monitor
• The power of customer perception
• Perceptions drive expectations
• Moments of Truth
• The WOW Factor—retention
• Why WOW?
• The WOW Factor—customer loyalty
Upon completion of this ½ day course, participants will be able to:
• Explore why wowing customers is a critical customer retention strategy
• Explore what it is that customers want when it comes to the service they receive
• Understand the impact customers’ expectations have on whether or not they will be wowed by what you do
• Learn how to identify customer touch point opportunities and determine what will wow your customers at these touch points
• Understand why creating a loyal fan base of customer who brag about your business is good for your bottom line
