Customer Service Excellence-The Basics Program Description.

Customer Service Excellence-The Basics of Service

Detailed Description

Customer Service Excellence-The Basics is the introduction to the journey to service excellence. The delivery of great customer service begins with a common set of skills that drive individuals and organizations to higher levels of performance. A big part of this unit is understanding the importance of customer service to the functioning and ultimate success of that organization. Generating referrals, great word of mouth and repeat business are the widely known benefits of great service but there are some more subtle benefits that this program explores.

Individual interaction skills with customers is also an important part of Customer Service Excellence-The Basics. Often overlooked but with a significant impact on tone and customer transactions is the use of professional courtesy. The words that were learned in childhood are many times overlooked when dealing with our customers. Customer Service Excellence-The Basics will also introduce some communication skills to insure that each customer interaction is successful.

Another important element in Customer Service Excellence-The Basics is some simple recognition of your role in the customer equation. Great customer service is not about you or your comfort. Great customer service is about customer wants and expectations. It is about delivering those wants and expectations in a selfless and flawless execution. It is about warming interactions and making human connection with our customers.

Let the road to exceptional service begin with Customer Service Excellence-The Basics.

LEARNING OBJECTIVES, OUTCOMES AND SKILLS:

1. To understand the importance of customer service on customer loyalty and customer decisions.

2. To understand the importance of customer service on organizational culture, tone and satisfaction.

3. To consistently use professional courtesy in customer and team member interactions.

4. To manage and understand communication tone and the impact that tone has with customers and team members.

5. To understand customer wants and expectations.

6. Create personal action plans and strategies to implement the skills and competencies learned.

7. Review case studies to produce actions that are consistent with the skills and competencies learned.

FORMATS AVAILABLE:

Workshops and Seminars-2.0 Hours to 4.5 Hours in Duration.

Keynotes-45 to 90 Minutes in Duration.

Webinars-50 Minute Program.

On Demand Learning-Not Yet Available.

Retreats and Off-Site Events

Object Oriented Coaching-Subject Matter Within an Individual Coaching Focus.

SUGGESTED AUDIENCE:
Any team member or supervisor that has customer contact and wants to improve service levels.

SUPPORTING DOCUMENTATION AND ACTIVITIES:

Handouts-Customer Service Excellence-The Basics
Case Studies (Workshop and Retreat Formats Only)
Inclusive Activities to Support Learning Objectives

SERIES PROGRAM INCLUSION:

Customer Service Professional Excellence Series
Workplace Excellence Series (Optional)
Teamwork and Team Building Excellence Series (Optional)

LEARNING TOOLS USED (WORKSHOPS AND SEMINARS):

None

CORE PRINCIPLES AND ARCHITECTURE:

10 Steps to Superior Customer Service

12 Characteristics of Top Service Performers

10 Steps to Building a Service Driven Culture

ROOM REQUIREMENTS FOR WORKSHOPS AND SEMINARS:

Comfortable seating with table space. Horseshoe is preferred.
MS PowerPoint Projector.

SYSTEM REQUIREMENTS FOR WEBINARS:

MS Live Meeting Installed. (Free at Download Microsoft Meeting Client software)

Soaring Eagle Enterprises, Inc.

P.O. Box 35707

Las Vegas, NV 89133

(702) 242-9080

800-345-9361

information@soaringeagleent.com