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EXCEPTIONAL CUSTOMER SERVICE TOTAL QUALITY SERVICE Because of the radically changing
energy landscapes of the 21st century focusing on delivering
superior value to customer is the only thing that really matters. To improve
your competitive advantage means consolidating concepts of product and service
- bringing together both the tangible and intangible of your customer's total
experience. We need to uncover the types of value you can deliver to make your
customer chose you over the competition and how to deliver value to the
customer to achieve success. In this course you will find out what key factors
drive your customer to choose you, the types of value that give you a
competitive edge and formulate a strategy to encourage quality service
commitment at all levels. BENEFITS: Provide more supportive and courteous
service, improve operations Improve your service by increasing responsiveness Understand and enhance the service provided
in the client contacts in which customers seek to have their needs met Make quality internal service a practical
and enjoyable without causing burnout Assure satisfaction - provide the service
your customer needs and expects Enhance the quality of client contacts in
which your clients form their impression of the quality of service Make improving service a practical way of
life - overcome the policy or political barriers in your organization Maintain emotional stability when
encountering people in a variety of difficult service situations Avoid escalating confrontations by
effectively dealing with customers feelings, getting all the facts to discover
his/her needs, asking the right questions, and solving the problem Keep your cool under fire - deal with
impossible demands successfully CONTENT: Why is client service important to you? Important
to your organization? Who are your clients? What do your clients expect - what makes up
"customer satisfaction?" The
real reason behind client dissatisfaction: unreasonable client
expectations, cumbersome regulations or personal performance Analyzing your Client Service Cycle What constitutes effective service: meeting
your customer needs, eliminating annoying turn-offs, increasing turn-ons How effective are you? Your Personal Customer Service Quotient Essential personal attributes for
extraordinary service - specific phrases, body language that build rapport with
the customers Roles and responsibilities for effectively
serving the energy client Communicating effectively and overcoming
communication breakdowns due to perceptions, semantics, emotional distortion,
assumptions, defenses Listening actively--giving undivided
attention and confirming what is said is what is meant Asking questions to assure satisfaction Attributes for extraordinary service:
Ten DO's and DON'Ts How
to measure customer satisfaction and apply what you learn Knowing when you should bend the rules to
serve the customer better When and how to say no, with finesse, to
impossible demands Maintaining emotional stability while
dealing with demanding, rude, impatient and irritated customers What to do when you reach the "boiling
point" Knowing what your clients want: Are they Chocolate, Vanilla or Strawberry?* Avoiding burnout- being the best without
dying of stress Keeping cool under fire - what to do when
you reach the boiling point! Developing your departments Client Service Action Plan |