Advancing Service Expertise

It's obviously a treat to have a sumptuous meal at a five-star restaurant, or be doted on at a five star resort. But five star service extends beyond our personal entertainment. A certain degree of pampering is key to achieving customer loyalty, and this course shows us how to make "five star attitude" an integral part of our service commitment. These lessons are designed to foster awareness and new skills that deepen our customer service expertise. Gain techniques for personalizing customer interaction. Enhance your approach to customer assistance by giving it form in a structured plan. Understand the critical differences in specialized service when you are dealing with customers over the phone. And since technology now has an increasingly important place in daily business, you'll integrate tips for service-friendly e-mail into your customer assistance practices. With interactive examples, simulated dialogues, and game-like exercises, this skill-building course takes your customer service proficiency up a notch toward excellence.

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Front line personnel, team leaders, customer service managers

WEB

Course Overview|Lesson Overview| - gain awareness of daily practices that are cornerstones for a program of service excellence.|How to Keep Them Coming Back For More| - recognize the keys to customer loyalty.|The Power of Positive A-T-T-I-T-U-D-E| - recognize the role a positive mentality plays in delivering customer service excellence.|Serving Your Co-workers as You Would Your Customers| - identify the importance of supporting your peers to achieve service excellence.|Planning Customer Contact| - identify the factors to consider when determining the frequency of contacting customers.|Service From the Customer's Point of View| - match appropriate responses to different customer behavior styles.|Lesson Overview| - recognize the benefits of face-to-face greeting standards.|Customer Recognition| - effectively use strategies for personalized greetings in a given situation.|Practicing Active Listening| - use active listening in a given scenario.|Staying Tuned to Customer Needs| - follow the steps to formulate a customer assistance plan.|Lesson Overview| - recognize the special challenges of providing service over the phone as compared to greeting customers in person.|Developing Phone Presence| - recognize the impact of tone, enunciation, choice of words, and pace when dealing with customers over the phone.|Answering the Call| - use an effective initial response to answer the phone in a given situation.|Reflecting Your Customer's Style| - select responses that are most appropriate for the customer's style.|Say What?| - use techniques to determine whether what you heard is what the customer actually said.|Smooth Operator: The Hand-off| - use service-oriented methods to transfer a phone call in a given situation.|Lesson Overview| - gain awareness of the benefits of having guidelines for using the Internet and e-mail effectively with customers.|Selling the Subject| - identify important statements concerning the effective use of e-mail.|Practice Quality Control| - determine whether there are mistakes in a given e-mail.|On-Line is On the Record| - recognize the importance of maintaining professionalism in on-line correspondence.|

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