SERVICE EXCELLENCE
Successories International’s flagship customer service workshop, Service Excellence, developed with the most up to date service theories, best practices, tools and is a must attend program for those wishing to achieve excellence in the delivery of customer service.
PROGRAM AT A GLANCE
OBJECTIVE
To develop awareness about the importance of service and to create service skills for the delivery of consistent and excellent customer service
WHO SHOULD ATTEND
Front-line employees
Supervisors
Managers
SESSION DETAILS
One full day session
Between 10-25 participants
Interactive format
Take-away resource guide
“MOMENTS OF TRUTH”
Understand the importance of creating and maximizing memorable “Moments of Truth” experiences in various customer interactions.
FIRST IMPRESSIONS
Explore how positive and negative first impressions impact the service experience and how to ensure a consistent and effective first impression.
COMMUNICATION EXCELLENCE
Learn about the communication process and the importance of applying it when determining customer needs and expectations.
BENEFITS TO BUSINESS
Helps create a consistent service standard and culture within the company
Provides employees with behavior guidelines, standards, and service processes to build customer loyalty
BUILDING CUSTOMER LOYALTY
Reinforce the importance of customer loyalty to business success and the essential role of the service provider in creating loyalty.
SERVICE EXCELLENCE ESSENTIALS
Participate in a customer service self assessment and learn the behaviors that are essential for service excellence.
THE SERVICE PROCESS
Practice the 5-step service process for providing consistent and excellent customer service.
OVERCOMING SERVICE CHALLENGES
Understand the 3 types of concerned customers and learn the 5-step service recovery process to achieve successful service interactions and create “Service Excellence” at all times.
Perfect EQ skills and best practices through real-world simulation.
