Customer Service Excellence

This is a one day program for all employees, best experienced in two half day sessions, with one or two weeks for practice in between.

 

 

 

Outline

 

Module 1 - Introduction:

 

     

  • The Human Side and Barry Davis
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  • Modules and Objectives
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  • Highlights and Actions
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Module 2 – Laying The Foundation:

 

     

  • Your Service Experiences Levels of Service Delivery Customer Service
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  • Are we on Target?
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  • Creating Value
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  • Service Balances
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Module 3 – Your Mindsets And Attributes:

 

     

  • Primary Attributes of Service Professionals (in any role)
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  • Building Trust and Rapport
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  • Staying on the Bridge
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  • Your View of Your Customer
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  • Your Choice—Reactive or Proactive?
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  • Your Role in Your Company
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Module 4 – Your Customer's Mindsets and Attributes

 

     

  • The Value Equation
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  • Your Customer’s Expectations
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  • Moments of Truth
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  • Your Customer’s Journey
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Module 5 – The Customer Relationship

 

     

  • Building Trust and Rapport
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  • 100% Accountability
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  • The Red/Black Game
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  • Trust Accounts
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  • Trust Builders
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  • The Human Drama Triangle
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  • Calm and Refresh
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  • Choice Map
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  • Value Through Communication
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  • The Power of Questions
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  • The Dynamics of Empathy
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  • Relating Through Styles
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  • Language Counts
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Module 6 – Challenging Customer Situations

 

     

  • Strategies for Challenges
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  • The Recovery Process
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  • Customer Service
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Objectives

 

Session 1

 

After completing Module 2, you will be able to:

 

     

  • Delineate a clear line of sight to your customers
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  • Describe two balances critical to service excellence
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After completing Module 3, you will be able to:

 

     

  • Explain the three primary components that create trust and rapport with your customers
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  • Describe how you can maintain a professional mindset when serving your customers
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  • Express the importance of your role in creating excellent customer service
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After completing Module 4, you will be able to:

 

     

  • Know the components of the customer value equation
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  • Map the excellent and average potential outcomes in a customer experience
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Session 2

 

After your application between Session 1 and 2 you will be able to:

 

     

  • Report on specific example of where you used the content of Session 1 to enhance your service to customers
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After completing Module 5, you will be able to:

 

     

  • Describe factors that ensure a win/win culture
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  • List five elements that contribute to building trust
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  • Differentiate communication skills that invest in quality solutions and skills that value customers
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  • Articulate the value of and path to empathizing with your customer
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  • Build strategies to adapt to various behavioural styles
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  • Give examples of effective and ineffective language to use with your customers
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After completing Module 6, you will be able to:

 

     

  • Apply strategies for dealing with challenging customer situations
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  • List the five steps of the recovery process
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  • Complete an action plan to apply your learning from Sessions 1 and 2
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Leading Service Excellence

 

This is a half day program designed to give leaders the tools they need to model and support application of Customer Service Excellence.

 

 

 

Outline

 

Module 1 – Introduction

 

     

  • The Human Side and Barry Davis
  •  

  • Objectives and Modules
  •  

  • Highlights and Actions
  •  

  • Your Role as a Service Leader
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  • Role Modeling as a Leader of Service Excellence
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Module 2 – Communicating “The Why”

 

     

  • Using Strategic Objectives to Focus Service
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Module 3 – Supporting Learning For Sustainable Results

 

     

  • Process for Sustained Training Results
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  • Leveraging Learning Events
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Module 4 – Leading Learning Application On The Job

 

     

  • Set Clear Expectations
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  • Coach for Support and Development
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  • Give Performance Feedback
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  • Communicate and Coach on the Job
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  • Acknowledge Others
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Objectives

 

After completing this session, you will be able to:

 

     

  • Articulate the strategic importance of service excellence to your employees
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  • Build a plan to support your team’s implementation of “Service Excellence”
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  • Describe how you will role model service excellence to your team
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  • Provide coaching support to your employees
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  • Provide performance feedback to your employees
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