SERVICE EXCELLENCE

“The premier customer service training available.”
Senior Executive, Fortune 500 Company

LIVE AT YOUR LOCATION -or- LIVE ONLINE WEBINAR

A Proven Choice for Customer Service Training

Expert facilitator focuses on your situations and goals.

Content

Includes a Manual & Reminder Resources

1) Eye-opening Realities.  Insights about the people-side of service

• Service is about managing customer perception (not always reality)
• Identifying and managing customer expectations
• Why some don’t complain to us, yet talk badly about us to others
• Science behind building positive perceptions, one exchange at a time
• Beyond customer satisfaction:  how to invite customer loyalty

2) Professional Balance is Everything.  I can give customers a great experience only when I’m in balance myself — it is not about how I feel; it is about how I behave professionally

• Importance of being professional always — your personal “brand”
• Assessing my own predictable behaviors when I lose balance
• Tools to maintain balance for myself and team
• Being in charge of my own stress management
• How to handle it when I’m the “target” of an out-of-control customer
• Respectful professional behavior is not a mystery:  3 specific ways I can always give respect
• Increasing my capacity for solving problems and making decisions

3) Managing Imbalance in Customers and Coworkers.  A self-description model creates practical awareness about managing human behavior

• How to assess when customers or coworkers are stressed: 3 different approaches to 3 different stress styles
• Difficult people and situations:  matching their stress behavior with the right approach
• Effectively handling difficult customer behaviors
• Specific approaches to irate or abusive customers
• How to move on when the person has regained balance
• Ways to add value while managing customers’ stress

4) Key Habits to Remain Professional Always.  2 thinking habits & 6 doing habits to stay a balanced, respectful, effective professional

• One powerful attitude of a consistently positive professional
• One powerful mindset of a consistently effective professional
  • Replacing phrases customers don’t want to hear; how to say “no”
  • Embracing situational creativity
• Consistent professionalism:  committing to 6 other important personal habits

5) The Service Excellence Flow–How to Do It Every Time.  Specific practical steps to manage each customer interaction with excellence

• Always begins with my professional “brand” – it’s my choice
• Connecting:  2 essentials that impact customer perception
• Serving:
  • Effective communication tools and probing to understand
  • How to listen to understand others and manage their expectations
  • Problem-solving
  • How to say “no”
  • Key words for important moments
  • Tips & techniques (language barriers, talkative people, etc.)
• Closing: 3 key habits to create loyalty & future trust

6) Additional Best Practices—as needed

• Telephone best practices
• Email best practices
• Communication skills – tools for individuals and teams
• Change management insights
• And more

7) Follow-up and Reinforcement Resources

For More Information
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