To deliver exceptional customer service means the following:
This training program is built around the concept that all employees must work together as a team to deliver Exceptional Service.Go above and beyond the customer’s expectations.
Offer extraordinary and superior service where you go that extra mile to excel.
WOW the customer with your attention, actions, and words.
First three segments: Participants learn the philosophy of exceptional service.
Introduction: Concept of total customer service and the role their team plays.
Customer expectation: How personnel impact the service experience.
Everyone’s important: Importance of pride and professionalism of the people.
Next seven segments: Participants learn specific skills and techniques to deliver quality service.
Customer care: Role-playing to learn about establishing trust and empathy, and how to question, understand and provide effective solutions.
Communicating quality: Learn about verbal and non-verbal communication for first impressions.
Value-added service: Offering memorable service.
Problem solving: Learn why customers complain and how to deal with and avoid dissatisfaction.
Service recovery: Regaining customers’ goodwill after a service problem has occurred-often a result of failure to deliver acceptable service. Mistakes do happen-but switching to “service recovery” mode, taking positive steps to undo the damage, can restore the customer’s faith and loyalty.
Speed: Doing it fast, doing it right and doing it now.
Conclusion: Exercises and post-assessment
Exceptional Service gives your employees a cultural understanding of the concept of superior service and positively changes their view of it.