SERVICE EXCELLENCE
Dennis Snow says:” While an organization’s culture is made up of many elements, my focus is helping organizations define the service component of their culture. And the process for doing so is quite simple, consisting of two questions:
What we want our customers to say about their experience with us?
What employee behaviours would lead them to say those things?”
The purpose of this 2-day training program is to empower staff to build competencies for service excellence. Service excellence is about building the type of relationships that will create long term business relationships.
KEY LEARNING OBJECTIVES AND BENEFITS
Ø Customer Loyalty
- Why customers leave us
- Three factors that contribute to customer loyalty
- Service Commitments
- Importance of first impressions
- Three commitments that are basic to Service Excellence
- Teamwork
- Benefits of teamwork to:
- You
- Your team members
- Your customers
- Building customer loyalty through team effort
Ø Communication
- Elements of communication
- Listening to determine the customer’s needs and expectations
- Connections
- “Moments of Truth” in a customer connection
- Maximizing “Moments of Truth” with each customer
Ø Challenges
- Three types of difficult customers
- 5-step communication process in pressure situations
- Effective ways of dealing with customer concerns
Ø Delight Them
- Loyalty building
- Going the extra mile
ADDITIONAL OUTCOMES
- Recognise what ‘customer service excellence’ really means – to you and your customers
- Understand the logic behind spending more on valuable customers, rather than “one-size-fits-all” marketing
- Understand and shape the role of each employee in the customer value chain
- Identify ‘best practice’ in managing different customer situations, including complaints
- Motivate and maintain morale in front-line customer service staff and teams
- Integrate all aspects of your organisation to manage and exceed customer expectations
- Develop, motivate and inspire customer-value staff to deliver high quality consistently
- Measure and assess how well customer service standards and objectives are being achieved
- Overcome internal communication barriers
- Form stronger relationships with individual customers through interactive Customer Centric (CC) processes and standards
WHO SHOULD ATTEND
- Client Contact Staff
- Client Service Managers
- Team leaders and supervisors
- Managers
- Front Office Staff
COURSE SYNOPSIS
DAY 1
Customer Loyalty
Why customers leave us
Three factors that contribute to customer loyalty
Service Commitments
Importance of first impressions
Three commitments that are basic to Service Excellence
Teamwork
Benefits of teamwork to:
You
Your team members
Your customers
Building customer loyalty through team effort
Communication
Elements of communication
Listening to determine the customer’s needs and expectations
Day 2
Connections
“Moments of Truth” in a customer connection
Maximizing “Moments of Truth” with each customer
Challenges
Three types of difficult customers
5-step communication process in pressure situations
Effective ways of dealing with customer concerns
Delight Them
Loyalty building
Going the extra mile
Workshop on Additional Outcomes and prepare own service excellence plan
- Recognise what ‘customer service excellence’ really means – to you and your customers
- Understand the logic behind spending more on valuable customers, rather than “one-size-fits-all” marketing
- Understand and shape the role of each employee in the customer value chain
- Identify ‘best practice’ in managing different customer situations, including complaints
- Motivate and maintain morale in front-line customer service staff and teams
- Integrate all aspects of your organisation to manage and exceed customer expectations
- Develop, motivate and inspire customer-value staff to deliver high quality consistently
- Measure and assess how well customer service standards and objectives are being achieved
- Overcome internal communication barriers
- Form stronger relationships with individual customers through interactive Customer Centric (CC) processes and standards
