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.
Research shows that
management behaviors can have the greatest impact by improving the
performance of their customer service staffs, and by increasing
the productivity and operational effectiveness of people who work
in processes that serve customers. These improvements are vital
factors in increasing customer retention
Target Audience
Managers and supervisors of people who serve the customer
directly or whose people work in processes that serve customers
Key Topics
Managing Exceptional Service is a 2-day program that focuses on:
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
- Importance of service recovery
- Economic impact of poor service
- Web-based service issues
Service Management Process and Skills
- Overview of the process and skills for service delivery
- Role of the manager in the service delivery process
(accountability, service standards and expectations, modeling of
skills, establishing boundaries for independent action)
- Service recovery issues
- Skill practice: recognizing appropriate and inappropriate
use of service delivery skills
- Application transfer planning: What you need to do to
maximize service in your organization with individuals, the
team, and with processes
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
- Understand the role as manager in the service delivery
process
- Model the process and skills
- Understand the value and importance of service delivery
- Identify potential customer problems, appropriate service
recovery strategies, and determine action boundaries for service
providers
- Identify specific processes, customer and employee issues
for improvement and create an action plan.
For More Information
For more information, contact Carpe Diem Consultants, Inc. at
info@loyalty-cdci.com or
call us at 877-733-1320.
Return to
Top of Page
