Customer Service Excellence

Serving Your Customer Infinitely Better
On-site Training
This powerful 4-8 hour workshop will give your staff more than just the foundation on providing good customer service. It will give them the motivation, desire and ownership to satisfy your customers with excellence, that's why we sub-titled this workshop "From the Inside/ Out."
Goals
Know why providing good customer service is critical
Build a model describing excellent and awful customer service
Determine customers' standards for customer service excellence
Establish specific behaviors that will assure increased customer satisfaction
Use positive words, tone and body language with customers
Do five critical behaviors to ensure customer will have a good impression of your business
To get "buy-in" and improve ones level of customer service
Subjects
We cover...
Responding promptly and properly
Listen actively to customer needs
Recognize and eliminate barriers to satisfying your customers
The key skills required for dealing with difficult customers
Solving the customer's problem
The universal importance of greeting customers: smiling, listening, evaluating customer needs and responding appropriately.
The impact that great customer service has on the customer as well as themselves
Training Approach: Creating Buy-in
Most training participants know what good and bad customer service is, but they may not provide it in their jobs. They may not have made the mental connection between what they know about customer service and their specific jobs. They also may not be clear on what to do to provide great customer service. Our customer service training provides both the awareness and the clarity that they need to give excellent customer service. Our customer service workshop creates this awareness by creating "buy-in" with the participants. This is done by having them build their own Customer Service for Excellence Model based on their experience of good and bad customer service. They then gain clarity of what to do in their jobs by creating specific strategies, procedures and "next steps" based on the created Customer Service for Excellence Model. This process will establish good customer service habits in your workplace. The result will be individual plans and tactics for how to work with their customers so that the customers feel that they are "well taken care of."
We find that this training approach is far more effective than most customer service training programs. We believe that the way to ensure your "customer service agents" provide great customer service is to go beyond technique and the "suppose tos". Our focus is on getting "buy-in" from the workshop participants and getting their 100 agreement as to what things they can do to create excellent customer service experiences for their customers.
Interactive Format
This workshop is fast-paced, highly interactive, participatory, and productive. It includes discussions, games and quizzes, demonstration and practice, lecturettes, story telling, role plays, and problem solving. Participants will be working individually, in small and large groups.
Typical Outline
Introduce & Set Expectations
Warm-up: What does Customer Service Got To Do With It?
Set Workshop Agreements
Establish Why Customer Service is Important Critical
Learn Key Principles of Customer Service: Customer Service Trivia Quiz
Establish Key Principles of Fantastic Customer Service: Build Customer Service Model
Words Ain't Nothing...Compare to Tone and Body Language
Play Customer Service Theatre: 5 Easy Ways to Impress a Customers
Customer Service Problem Solving Quiz
Define and Establish your Customers' Standards for Excellence
What Do We Do Tomorrow? Establishing Customer Service Policy
Finding Support To Serve Your Customer
Making Commitments for Serving Your Customer with Excellence
Focus on Results
Participants will also be asked to commit to use one or more new skill/ tool by completing our "Commitment Form."
Extended
We recommend that you do the extended customer service program which is 6 hours long. This extension includes developing a Customer Service Policy that the group collectively creates and a look at what each person needs to be supported to provide great customer service. This makes a powerful workshop even more powerful.
Custom Workbook
At the end of this workshop attendees will create a model of what good and bad customer service is. They themselves will have established principles for providing excellent customer service. Though each group typically comes up with fairly common responses, the wording and perspective is unique to each group. In order to ensure greater buy-in the workbook is handed out after the session and includes their ideas and decisions about establishing excellent customer service. This is what makes this workshop powerful and special.
Easy to Arrange
Its easy to arrange. Pick a time and place and we will send an expert trainer out to you. Just fill out the information/ booking form (on the left) and we'll do the rest.