Customers are a company's most vital asset and providing extraordinary service greatly differentiates you from the competition. When you consistently meet or exceed customer expectations, you build customer loyalty. Loyal customers continue to do business with you and recommend you to their friends and associates. Key contributors to your organization's success are repeat customers and referrals.
Customer Service - The Great Differentiator gives service providers a toolbox of skills for effectively and efficiently handling all types of customer interactions -- to build customer loyalty and keep your customers coming back.
Key Training Points
Recognize the value of satisfied customers and building customer loyalty
Meet and exceed customers' personal and practical needs
Work more effectively with external customers and internal partners
Practice using key principles and a four-step process for meeting customer needs
Calculate the impact of one unhappy customer
Deal effectively with dissatisfied customers
Practice a technique for turning dissatisfied customers into satisfied, loyal ones
Creating A Service Culture --- The Service Leader's Role
Prerequisites: None
Your organization's service culture is based on a vision of
where your organization wants to go, values that tell you how to get there, and
factors critical to your success that tell you what's important.As a leader, you're responsible for bringing
this service culture to life by creating an environment in which service
providers understand customer expectations and are able to meet or exceed them.
It all starts with a new approach to leadership.In this training you'll learn five service
leader practices that will help you develop your service leadership:
1. Create an operational
service vision 2. Create customer-focused
work processes. 3. Build partnerships. 4. Develop knowledge and
skills. 5. Give authority.
In addition, you'll leave this workshop with the beginning
of an action plan to implement these practices back at work.Creating a service culture is not a one-time,
skills-training event. It's an ongoing
organizational commitment driven by effective service leaders.
Key Training Points
Realize your role as a service leader in creating an
effective service culture
Analyze the service culture in your organization
Create an action plan for using the service leader practices to create a more effective service culture
Apply five practices to help service providers:
* Focus on important customer expectations * Set and achieve service objectives designed to meet or exceed customer expectations
Seminar Fee: $175
Length: 4 hours
Contact Us to request this seminar be offered within 30 days.
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