is your customer service winning and retaining loyal customers...
...or becoming your biggest competitor?
Associate Development Program in Service Excellence
The goal of your service program should be to create a consistent customer service culture. Your customers should experience consistent excellence in all interactions with your company.
The blind spot for most companies in achieving this, however, is that they skip the important step of establishing an associate baseline for customer service expectations and outcomes. This error leads to customer service inconsistency and customer brand confusion.
Establishing expected outcomes enables companies to develop and document the most effective approaches to achieving those desired outcomes, providing team accountability measures for customer interactions.
The Customer Service Excellence program is a unique, hands-on development program for your associates. It is designed to help you train and build service excellence into your every day process.
We understand how to develop and integrate customer service strategies that win and retain loyal customers.
With our unique, hands-on approach, your associates participate in the development and definition of your service standards. The impact of this approach is real and self-sustaining.
Our Approach
Hands-On Coaching Modules
- Define Service Excellence
- Define our Service Vision
- Define Program Measures
- Create Trust
- Listening is a Skill
- Forbidden Phrases
- The Art of Service Recovery
- Top 10 Customer Expectations
- Developing Service Standards
- Understanding Generational Differences
- When Selling is Good Service
- Managing the Difficult Customer
- Service Response Mapping
- Creating Excellence Through Practice
- Managing Stress
Making Progress
Document Events
Define Desired Outcomes
Document the Best Practice
Practice Doing Things Right
Why Act Now?
Your best customer is the one you already have. Companies that invest in teaching their associates how to effectively service their customers retain 20% more customers on average and sell deeper into the customer relationship.