Customer service skills are are a critical component of the customer supplier relationship. Providing quality front line customer service can create a loyal customer who returns again or a dissatisfied customer who not only doesn't return but contributes to the creation of a bad reputation for the company. Most people think customer service is only about front line courtesy and attentiveness. We'll show you that great customer service is much more.
Few businesses can take the time and energy to continually train new staff in great service behaviors, but these skills are an essential component to successful product and service delivery.
Great customer service anchors and solidifies the customer supplier relationship.
The Service Behaviors Self Training Guide is an easy self study/self assessment tool that anyone can follow to review and learn what great customer service is and how to apply these skills to their particular work environment.
1. Our approach starts with an education of the ten domains of satisfaction- the statistically validated factors that create a satisfying experience for customers.
2. Once these factors are understood, employees assess themselves and their customer service practices using the Customer Service Self Assessment. Each of 30 distinct service behaviors is measured against best practice, and scored. A predictive model for customer satisfaction numerically demonstrates what percentage of return and recommend rate can be expected with the present level of customer service.
3. This powerful assessment process lays the groundwork for improving customer service behaviors and planningchanges in specific areas that will have a direct effect on customer satisfaction. Customer service behavior improvements are made at the company level, department level and individual employee level.
Download your licensed copy today and print a Service Behaviors Self Training Guide for each employee you want to train. This great instrument will help set a standard with new employee orientation, can be used as an customer service intervention with problem employees or a department-wide short training experience.
We also offer an interactive and highly experiential workshop gets employees involved in brainstorming more effective behaviors, setting new service standards and developing a new commitment to satisfying every customer.
This program also works well with a more comprehensive organizationa wide customer satisfaction program including an external customer satisaction survey.
Remember you can print as many copies of this self assessment as you need and share with each customer service oriented employee- ideal for large retail or restaurant staff, and appropriate for anyone who works directly with customers.
