Introduction
The mastery of customer service can mean the difference
between success and failure. The corporate trend of
raising customer service is a necessity. Customers are
more willing to forgive a product failure than a service failure
by a ratio of 5 to 1. If customer retention is important,
then improving customer service must be the tactic.
Unfortunately in many companies, the customer has become a low
priority. When people are not treated according to their
expectation, they will take their business elsewhere.
What's more, they relay their bad experience to 10 or more other
people. The question then becomes not whether to improve
your company's service standard, but how. Excellence in
customer service pays off dramatically to the bottom line in
every industry.
As with all our results-oriented processes, the facilitation
is customized to meet the specific customer service issues
within your organization. Based on our years of working in
this arena, we have founds that the specifics related to each
company and industry will be unique. However, there are some
fundamental issues that this process is built upon that will
grow, improve, and enhance the satisfaction of your customers
and can help your organization grow and become more
profitable.
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Beyond Customer Service
By thoroughly understanding the organization's values and philosophy
regarding customer service, the participants will be able to
properly identify what customers want and how their individual
interaction with every customer contributes to the creation of
customer loyalty and overall success.
Communications
Effective communication techniques are critical to customer
satisfaction. Developing effective methods for handling
complaints and mastering difficult situation will allow your
employees to make a positive impact during that very important
"moment of truth." This process will
specifically deal with listening skills in order to enhance the
ability to go that extra mile for your customer every
time.
The Competitive Advantage
Continuing to focus and develop the process necessary to
enhance customers' interaction will lead to better customer
relationships, customer longevity, and customer loyalty.
Happy customers lead to more customers which lead to a financially
healthy and profitable company. |
Key Areas
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What Does the Customer Really
Want |
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What Does Customer Service
Really Mean |
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Your Role in the Company's
Success |
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Understanding Human Behavior |
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The Power of Goal Setting |
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Art of Satisfying Customers |
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Being a Team Player |
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Cultivating Customer Loyalty |
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Effective Communications |
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The Art of Listening |
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Handling Complaints and
Mastering Difficult Situations |
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Developing a Positive Company
Image |
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Estimating Your Quality of
Service |
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Becoming an Excellent Service
Provider |
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| Development Sessions
- 3 - 5 workshops, each 2 - 3 hours, with specific goals
and action steps; participants have application and practice
time between sessions
Follow-up Sessions
- 1 workshop at the 3month interval following the
final session; participants present progress reports on
individual and organizational goals; content may be added if
needed
Text - provides
the content for the "reading" homework; includes
the topics outlined under Key Areas; includes assessments at the
end of each chapter; used as a reference guide
Audio - provides
the content for the "listening" homework; includes the
same topics as the Text outlined under Key Areas
Phone/Email
Consultation - unlimited phone/email consultations with
facilitator during the process |
