Customer service skills are are a critical component of the customer supplier relationship. Proving 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.
Great customer service anchors and solidifies the customer supplier relationship.
We have developed a fresh approach to customer service development, that is presented in a one day customer service training program for every employee who interfaces with the customer, at whatever level of the organization.
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 planningchanges and changing behaviors 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.
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.
Contact us for price quote and scheduling.
This program works well with a more comprehensive organizationa wide customer satisfaction program including an external customer satisaction survey.
