Business
Context
68% of customers stop doing business with a company because of
a bad service encounter. Often the only contact a customer has
with an organization, the customer service person, becomes the
face of an organization in the marketplace and is critical to
building long-term customer retention and loyalty. The customer
service person is even more critical in service industries where
nearly all the company’s value is delivered to customers by a
single individual or by a series of individuals.
Target
Audience
Target participants include the executive team, the customer
service organization, and front-line service providers who serve
the customer or who work in a process that serves the customer.
Key Topics
Delivering Exceptional Service is a 2-day program that focuses on
the following:
Knowledge
- The service-profit chain
- Why excellent service is important to business success
- Who and what is a customer
- “Moments of Truth” in the customer interaction
- What customers value
- What customers value
- Economic impact of poor service
- Web-based service issues
Service Skills- Reliable process and skills for service delivery
- Skill development/enhancement
- Handling difficult situations
- Process for service recovery
- Application planning
Outcomes
At the conclusion of this course participants will be able to:
- Describe the impact of positive and negative customer
experiences on the bottom line
- Understand what customers value in the service experience
- Translate what customers value into their own day-to-day
responsibilities and interactions
- Identify customer signals and respond appropriately
(identify different customer types)
- Differentiate high value customers
- Demonstrate effective customer interaction skills
- Set realistic customer expectations
- Identify potential customer problems and appropriate service
recovery strategies
- Handle difficult customer situations
- Prevent personal escalation and manage their own stress
appropriately
- Create an action plan for improving personal service
For More Information
For more information, contact Carpe Diem Consultants, Inc. at
info@loyalty-cdci.com
or call us at 877-733-1320
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