In Total Customer Service, you'll learn...
- How to speak the language of Total Customer Service—put word power to work in a powerful way
- How to make an impact with cross-sell and up-sell opportunities
- What your customers really expect from the organization and you
- The real ways customer loyalty is developed
- And much more!
Total Customer Service provides the opportunity to accurately gauge your group’s current customer service capabilities. The training calculates exactly where you already meet and exceed your clients’ expectations—as well as those areas where your customers feel you fall short. Most important, this program shows your team how to transform “adequate” or even “good” service into a truly customer-focused program that richly rewards and fulfills all who come in contact with your organization.
WORKSHOP AGENDA
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The essential elements of Total Customer Service+
- Identify the elements of Total Customer Service and what makes it successful
- Gauge your organization’s current efforts and identify where you need to improve service levels
- Develop the core competencies to create an in-house Total Customer Service program
- Distinguish your operational status quo from the customer-focused model and set initial goals to institute change
Uncover and translate the customer expectations present in every contact+
- Comprehend the range of possible customer expectations and rank those that apply to your audience
- Recognize the need for empathetic responses and create role-playing scenarios to practice them
- Identify five actions that clearly signal customer understanding and launch them immediately
- Critique responses that failed to meet customer expectations and suggest future plans for handling similar challenges
Speak the language of Total Customer Service+
- Analyze the vocabulary, word choices and delivery used throughout your customer service efforts
- Demonstrate your understanding of supportive language that conveys customer value and importance
- Show your improved language skills by demonstrating your ability to guide customers through any exchange
- Prepare a list of common “displeased customer” responses and strategies for working through them
Become a master communicator to achieve Total Customer Service+
- Grasp the common threads of effective communication and describe how each applies to your varied customer contacts
- Analyze the effectiveness of your present verbal communication and identify areas for improvement
- Evaluate your current written communications and suggest ways to enhance their reach and influence
- Utilize your expanded knowledge to begin or improve efforts to use electronic communications to their greatest potential
Restore and rebuild broken relationships with Total Customer Service+
- Explain the dynamics and what’s at stake when a customer is displeased with your product, service or personnel
- Critique your present mindset about “problem” customers and develop a positive problem-solving attitude to deal with anyone
- Select successful strategies for fielding customer complaints and set your tactics in motion
- Evaluate your service responses that have worked or failed in the past and support them with new behaviors
Care for yourself and you care for your customers+
- Calculate the stress and strain that accompany customer service and estimate the resulting lost productivity
- Establish supportive coping behaviors and positive attitudes, then track the difference they make in your day-to-day work
- Compute the benefits that lowered stress and a positive outlook have on your job satisfaction and performance
- Compile ways to use criticism as a tool for improvement and record the results of these changes
Maximum impact through up-sell and cross-sell opportunities+
- Define the connection between service and sales; then evaluate how well your organization acts on that association
- View the “opportunity to buy” from your customer’s perspective and see what you can do to make that sale happen
- Create a plan to provide Total Customer Service, with need-filling sales as a part of that offering
- Prepare for the objection and other sales challenges you might face with established customers
Achieve customer loyalty and repeat business through Total Customer Service+
- Apply the concepts of customer loyalty and repeat business to your customer list and gauge how much of each you count on
- Incorporate behavior that will boost loyalty and begin practicing those skills today
- Identify loyalty-producing activities you already use and new ideas to make them more productive
- Contrast the results of mediocre service with the rewards of great customer care; then set goals to achieve those increased returns
The team approach to company-wide Total Customer Service+
- Calculate how the value of one person’s or group’s efforts will grow if customer service is made an organizational priority
- Take initial steps to convey the benefits and encourage others to join your push for better service levels
- Expand existing programs in breadth and depth to achieve measurable service improvements
- Ensure that adequate service is maintained, while launching concrete plans for updates, improvements and expansion
