What You Will Learn
Customer Service is one way, perhaps the only way, to differentiate your organization from your competitors. Leaders must walk the customer service walk and talk the customer service talk to ensure front line employees do the same!
Performance Objectives
In this session you will:
- Understand the importance of a Service Philosophy and Service Commitments to provide Superior Customer Service
- Set personal standards of excellence for three “service moment” interactions
- Apply the links in the Service Chain to employee/customer satisfaction
- Differentiate between the “Inner Circle” and the “Outer Circle” of control
- Assess self-concept and self-confidence
- Apply two dimensions of service
- Choose a positive attitude
- Articulate the four things customers want from a service provider
- Ask questions that are meaningful to the situation
- Listen with your EAR
- Demonstrate how to work with various customer behaviours
- Differentiate between Upset and Difficult customers – calm upset, handle difficult
Length of Program
