PRINCIPLES OF SERVICE EXCELLENCE
(3 Days)
The Principles of Service Excellence is a
comprehensive, six module, three-day training program designed to give service people the
skills, awareness and concepts necessary to exceed their customer’s
expectations.
1. Understanding
social styles
-
Identifying Social Styles &
Their Preferences
-
Dealing With Backup Behavior
-
Communicating More Effectively With Customers
2. Listening
Beyond Hearing
3. Defining
Service Excellence
-
Defining Elements of Service
Excellence - A Workshop
-
Setting Customer Expectations
-
Professional Telephone Skills
4. Dealing
with Dissatisfied customers
-
Dealing With Dissatisfied
Customers - A Model
-
Excuses & Blame Statements
-
Statements That Don't Work
5. Personal
accountability In the workplace
6. Customer
retention
-
Alarming Statistics - TARP
Research
-
Causes of Customer Attrition
-
Customer Retention Strategies
"Thank you for putting us on the right track to Customer Service."
Frank Hannig – Chief Information Officer
Altera Corporation, San Jose, CA
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