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Customer-Centered Service |
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1 day
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Pam Jaeger
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Customer-Centered Service is a 1-day interactive program designed to assist employees in understanding and demonstrating the value of effective professional behaviors required to service customers. Participants work to identify service problems and provide appropriate solutions through the use of customer service skills and techniques explored in the program. Customer-Centered Service can be tailored to your organization by including your company’s mission and values around customer service, as well as concentrating on specific developmental needs of your employees. Learning Objectives: - Recognize the importance of superior customer service to the success of your company
- Identify customer expectations
- Apply skills and techniques for working with customers
- Understand the value of a positive attitude when working with customers
- Identify where service problems lie and take steps to resolve them
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Identify who your customers are, both internal and external, and what they want and need from you. Identify the impact good customer service can have on achieving your company vision, and the barriers that you face in providing that service. Examine how providing “moments of truth” creates positive customer impressions and builds loyalty The characteristics of superior customer service. Evaluate how well you meet your customer’s expectations. Do you provide customer delight? Be a partner: personal, accessible, reasonable, trustworthy, negotiable, efficient, reliable. Telephone considerations: When you pick up the telephone, you are accepting the responsibility to ensure the caller is satisfied. How to address challenging customers Explore Richard Whiteley’s Customer Driven Company and rate yourself in the following areas:
- Vision, Commitment, and Climate
- Aligning Ourselves With Our Customers
- Readiness to Find and Eliminate Customer’s Problems
- Using and Communicating Customer Information
- Reaching Out for Our Customers
- Competence, Capability and Empowerment of People
- Continuously Improving Our Processes and Products What behaviors do you want to do more of, less of? Start doing, stop doing? What SMART goals do you want to set to improve your customer focus? If you are a manager, create a plan to delegate your SMART customer focus goals to your staff.
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