Customer Service : A Strategic Advantage

"You cannot teach a man anything. You can only help him discover it within himself."

Galileo

Leaders in today's rapidly changing business have determined that there is more to success than catchy advertising campaigns, perceptive product positioning, and shrewd market share pricing strategies. Whether it is a business, professional practice, healthcare facility, or a government agency, success comes to organizations that are dedicated to looking after their customers. Quality alone isn't enough. In reality, goods and services aren't sold; products and services are bought by customers.

High-performance organizations have realized the competitive edge that outstanding customer service provides, and are dedicated to developing employees with the skills to meet the challenges of the changing marketplace. Organizations that place a high value on attracting new customers, dazzling customers with their superior service and keeping them long term, realize the role that training plays in developing their workforce. Their proactive approach to employee skills development helps them leverage customer service as a strategic advantage.

The most successful organizations in the 21st century will be those with employees who know how to respond to their customers' changing wants and needs. This training will help you identify and develop skills that are essential to providing effective customer service. Take away skills and tools that assist you in providing the type of customer service that differentiates your organization in the marketplace. Making effective customer service delivery a number one priority is a sound business decision that will have a positive impact on your organization's bottom line.

Desired Outcomes:

• Gain an understanding of the impact of customer service delivery on the bottom line.
• Acknowledge the need for continuous improvement in the various methods of customer service delivery.
• Desire to develop more effective customer service skills.

Training Objectives

Upon completion of this training, participants will be able to:

Part 1: Defining a Vision of Customer Service:

• Assess their individual customer service orientation.
• Develop a personal vision statement for customer service delivery.
• Discuss the impact of changes in the global marketplace on customer service.

Part 2: Discovering Customer Expectations:

• Identify customer expectations.
• Define customer alignment and ways to achieve it.
• Describe the difference between customer satisfaction and customer loyalty.

Part 3: Recognizing the Customer Experience:

• Grade customer service using a customer scorecard.
• Track a cycle of service.
• Identify strategies for dealing with difficult customers.
• Recognize the importance of continuous improvement in customer service delivery.

Part 4: Enhancing Customer Service Skills:

• Develop an Action Plan and identify priority actions for customer service improvement in the role that they play in their organizations.
• Complete a Performance Plan that allows them to use the knowledge and skills developed in this module in their professional growth and development.

Are you ready? Unfetter the potential
in your people, your business – and yourself.

Email info@unfetteredpotential.com

or call 913-851-2430