Customer Service Excellence achieves a positive transformation in employees by increasing awareness of customer needs, improving skills for dealing with customers, increasing employee's self-worth and improving communications and cooperation with other employees.
How customers decide where they'll do business.
How to turn an angry customer into a satisfied one.
And much more!
Employees thoroughly enjoy each session. They learn and retain many new skills that benefit them both personally and professionally.
Customer Service Excellence will have a measurable impact on how you do business.
The truth is, getting customers is costly. It takes advertising, sales promotions, remodeling, price wars, and all the other investments made to attract customers. Service is what determines whether they will return or not. Research shows that only 4% of dissatisfied customers complain.The other 96% just don't come back.The bottom line is: customer dissatisfaction and negative word of mouth costs you. Just one rude or indifferent employee cancels all the efforts and expense required attracting that customer. Once you implement Customer Service Excellence, you can immediately begin to:
- Increase sales and profits.
- Increase customer count and customer base.
- Increase repeat business and expenditure by customer.
- Increase positive word of mouth advertising.
- Reduce customer complaints.
- Build customer loyalty and employee teamwork.
- Reduce employee turnover.
- Improve attitude, morale, and communication of employees.
- Improve your image in the marketplace.
- Reinforce your customer service philosophy.
The results are measurable and can be quantified and tracked to the implementation of the Customer Service Excellence system.
A superior training system must contain certain criteria...
1. Customer Service Excellence is designed to be very fun and entertaining in order to develop and hold each participant's attention and interest in the program. Employees enjoy participating and want to come back for each session.
2. Customer Service Excellence is designed to focus on basics and fundamentals. Front-line employees do not have the experience and expertise found in upper management. They need skills and techniques that they can use instantaneously to improve their level of performance.
3. Quality packaging includes professionally recorded videotapes that illustrate every day experiences. Music and humor add to the emotional impact. Participant Workbooks, Leader's Guide, and materials are user-friendly and attractively packaged; all designed to work together with participants in the process.
4. Experimental learning allows for group participation and interaction, the most effective way of learning skills and changing behavior. Customer Service Excellence builds teamwork and improved communication among all employees.
5. The program focuses on personal growth development. Customer Service Excellence builds the self worth, self-esteem, and skills of each employee. Graduates of the Customer Service Excellence program care more about their customers and more about their jobs. You will see an immediate improvement in behavior and attitudes.
...If you really want results!
A complete system that is easy to implement.
Facilitator Package Includes:
Leader's Guide:Workshop leaders are usually managers and supervisors of your organization. Even experienced employees with a high level of enthusiasm toward customer service could lead the workshop. This 3-ring binder provides amazingly simple, step-by-step instructions on how to organize, prepare for, and conduct each session. Because the Leader's Guide is user friendly, there are just three requirements to be a good Leader: (1) enthusiasm, (2) peer respect, and (3) dedicated to the company and its customer service policies. A Leader's Guide is recommended for each "Leader" who implements the learning system.
Videotapes:Videos contain a series of skits demonstrating both right and wrong way to serve customers. The 20 minutes of video for each session generate group discussion and experimental learning. Each location receives a set of 3 videos, one for each session.
Participant Package Includes:
Participant Books:A thoughtfully planned 110-128 page workbook leads each employee participant through leading-edge concepts, skills, and practices of customer service excellence. Exercises throughout the book reinforce and assist in the learning experience. Each employee spends personal time between sessions reading and reinforcing service concepts. Without the use of the Participant Book for each employee, an additional 8 -10 hours of training would be required to accomplish the same objectives.
Support Materials:Quality Technique Cards; Certificates of Completion; Personal Success Plans for Excellence; all aid the learning and implementation process. Customer Service Performance Standards are and excellent management tool to evaluate the behavior and performance standards of employees, provide feedback, coaching and skill development.
Scheduling and Implementation:
Customer Service Excellence is conducted on site where your employees work (saving you time and money) in three sessions spaced one to seven days apart. Each session is 60-120 minutes long, depending on the number of participants. A follow-up session is conducted 30-60 days later. The Customer Service Excellence technology is designed so you can implement the system on site, at either one location or many locations simultaneously ensuring a consistent image and message company-wide.
Personalized Materials Available:
Companies may experience a greater benefit from the Customer Service Excellence Learning System when they personalize materials with company photos, logos, and custom messages. For larger organizations, full customization is available (videos, Leader's Guide, and Participant Materials).
Tailored for Many Industries:
Customer Service Excellence is available in many versions for virtually any industry including:
- Retail/Service Industry
- Supermarket and Grocery Stores
- Financial Institutions
- Hospitals and Medical Clinics
- Long-Term Care Facilities
- Hotels, Motels, and Resorts
- Commercial Real Estate Developers
- Car Dealerships
- Car Washes
- Offices and Other Professional Settings.
Multi-Lingual Packages:
Customer Service Excellence is available in several languages including English, British English, Canadian French, German, Portuguese, and Spanish. Customer Service Excellence can also be translated into other languages.
