Use our services to provide training for managers and service providers, align systems and vision, create reinforcement programs, coach individual providers, and evaluate service. Each module consists of one half day of high impact development with hands on lessons and participant feedback. Each module is available as a stand alone session. After participation in the Customer Service Assessment, you can decide to participate in the entire program or pick and choose those modules relevant to your objectives.
Customer Service Assessment: You can’t begin to set goals for service improvement tommorrow unless you have a clear vision of where you are today. A trained facilitator will measure your organization’s service readiness by administering a service assessment to mission critical personnel and then compare responses to Best Practices data from over 100 companies. Responses to the Readiness Assessment will then be used to evaluate your organization’s unique service strengths and challenges. Finally, specific organizational service strategies will be developed for each of the eight dimensions of Knock Your Socks Off Service.
Best Practices—A Service Celebration: Customer satisfaction is your company’s greatest competitive advantage—and satisfied customers are the result of a comprehensive customer service strategy created from the customer’s point of view. Best Practices is “a celebration of service” designed to help you create a service strategy that keeps customers coming back. This memorable and entertaining four-hour program uses the Six Keys of Customer Satisfaction to analyze your customer service systems from the customer’s perspective and create strategic action plans that will become your company’s best practices
Super Star Service: This flexible skill focused program is a group coaching session designed to help individual service providers raise the bar and accept the challenge of extraordinary customer service. The Service Star assessment is used to measure individual service attitudes and design personal action plans to improve service performance. Small group discussions, exercises, and case studies are used to practice and reinforce specific service skills. A great service provider follow-up to Best Practices.
Tough Customers—Successful Service Recovery: Research demonstrates that when customer complaints are handled quickly and effectively, customers come back. Tough Customers teaches service recovery and customer satisfaction strategies and help service providers develop the skills they need to build lasting relationships with even the toughest customer. This four-hour program examines the different types of “tough customers” using a personality profile, role plays and case studies. Techniques to cope with Service Stress or “Emotional Labor” are a value-added component of this program.
Inside Service: The way we do business with each other really does determine the way we do business with the customer. Evaluate your internal service competencies with this six-hour program and develop systems, policies and recognition programs that will reinforce and facilitate your vision of service. Employee motivation and recognition programs that build and maintain a service attitude are emphasized.
Powerful Partnerships: Structuring and nurturing effective supplier-customer relationships can be challenging but can also result in successful synergy. This workshop uses an assessment tool specifically designed to assess your organization’s supplier-client relationship from simple purchasing agreements to complex alliances. The assessment gauges the present stage of development and then pinpoints what must be done to achieve an ideal relationship.