Wow! Customer Service
A Strategic Advantage

½ day workshop for the whole team

High Performing organizations understand the competitive edge that outstanding customer service provides.   Organizations that place a high value on attracting new customers, “wowing” customers with their excellent service and keeping them long term, realize the role that training plays in developing their workforce.

The most successful organizations are the ones that are able to respond to their customers' changing wants and needs. Completing this workshop will help you identify and develop skills that are essential to providing excellent customer service. You will take away skills and tools that will assist you in providing the type of customer service that differentiates you from your competition and giving you a strategic advantage.   Making effective customer service delivery a number one priority is a sound business decision that will have a positive impact on your organization's bottom line.

Purpose & Objective

This workshop is designed to help anyone, regardless of there interaction with the ultimate customer, understand the importance of excellent customer service.  It will also help participants to enhance their customer service skills and develop an understanding of customer service as a strategic business advantage.

Participants will:  

·        Develop a vision for customer service

·        Identify customer expectations

·        Learn what is meant by customer alignment and how to achieve it

·        Understand the difference between customer satisfaction and customer loyalty

·        Use a customer grade card to grade customer service within their organization

·        Learn what the “cycle of service” is and how to use it

·        Learn strategies for dealing with difficult customers

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Leading Others To Deliver WOW! Customer Service

½ day workshop for team leaders, supervisors & managers

Leaders today understand the key to success is leading capable, motivated employees, and therefore, have shifted their focus from managing to coaching.  Leading others to provide excellent customer service requires supervisors and managers to utilize coaching techniques.  By focusing their attention on monitoring performance, providing feedback and recognizing accomplishments at every level of customer service delivery, the organization becomes recognized as an outstanding service provider.

Those organizations with employees who know how to respond to their customers' changing wants and needs are the ones that will achieve the greatest success. Completing this workshop module will help you identify and develop skills that are essential to coaching excellent customer service. You will take away skills and tools that will assist you in providing customer service that distinguishes your organization in the marketplace. Your ability to effectively coach for excellent customer service delivery will ultimately have a positive impact on your career as a supervisor and on your organization's bottom line.

Purpose & Objective

 This workshop is designed to help you understand the importance of coaching customer service delivery. We will discuss and practice skills that enable you to coach others to become more customer focused and to improve their delivery of customer service that will give their organization a strategic advantage.

Participants will:

·        Learn the characteristics of an effective coaches

·        Define a customer service coach’s role

·        Identify coaching opportunities within their organization

·        Learn five customer service coaching techniques

·        Learn critical questions to ask when coaching

·        Discover the importance of positive reinforcement

·      Prepare and practice coaching scenarios