PRINCIPLES OF SERVICE EXCELLENCE
The Principles of Service Excellence is a two day training program. It is designed to improve customer service, retain customers and give them a common language. This will create synergy between different departments at every level in your organization.
SIX MODULES IN SERVICE EXCELLENCE
1. Understand Social Styles
2. Listening Beyond Hearing
3. Elements of Service
4. Service Questions & Tablets
5. Questioning Skills
6. Accountability in the Workplace
UNDERSTANDING SOCIAL STYLES
Your staff will learn how to accommodate the preferences
of each social style to enhance communication.
LISTENING SKILLS
Your staff will also learn how to understand customer problems. They will learn how to monitor the the climate of acceptance without getting defensive.
ELEMENTS OF SERVICE
1. Statements of Service Policy
2. Empowering your People
3. Listening to Customers
4. How to Apologize
5. Responsiveness
6. Timely Delivery
7. Order Accuracy
8. Inventory Levels
9. Product Knowledge
10. Sales Training for Inside Salespeople
11. Exceeding Expectations
12. Dissatisfaction Model
13. Communication between Locations
14. Personal & Corporate Accountability
15. Do not use Blame Statements
Change complaints into
happy customers.
"Over the past eight years, I have hired Al Patey twice to work with my sales and customer service people at two organizations: Boral and GranQuartz.
The results were incredible. Those who used the skills sold more and made more money. The training had a major impact on both inside and outside and salespeople. They became top performers. The quality of our customer service changed and became excellent."
Tom Zimmerman, Sales Manager, Boral, Roswell GA
VP Sales, GranQuarz, Norcross, GA
