12 Secrets of Exceptional Service
#1: Your Key To Customer Satisfaction
Through this session your employees will learn, discuss, and practice the 5 Fundamental Principles of Service First:
1. Feel Good About Yourself.
2. Practice Habits of Courtesy.
3. Use Positive Communication.
4. Listening and Asking Questions.
5. Perform Professionally.
#2: Teamwork Development
Customer-focused teamwork skills are developed through joining forces with co-workers.
Enables employees to deliver better solutions and a better experience to customers.
#3: “Handling Complaints and the Irate Customer”
Teaches employees skills to solve problems, handle complaints, and how to deal with irate, even furious customers.
Helps employees to immediately solve simple complaints or handle complex problems.
#4: “The Language of Positive Communication”
Provides methods to create positive interactions with customers and co-workers, along with ideas to energize the work environment and improve employee morale.
#5: “Effective Questioning and Listening”
Shows how to precisely detect a customer’s needs, desires, and expectations. Develop skills to:
• Ask questions
• Actively listen
• Confirm understanding to the customer.
#6: “Exceeding Customer’s Expectations”
This session goes in-depth on how to make an extra effort to achieve market differentiation. It provides steps to do more than people expect to make customer service not good, but impressive and memorable. Setting a high standard for going the “extra mile” in serving the customer
#7: “Value–added Service”
Employees are taught the keys to add value to customer service by giving them the tools to:
• Go beyond the rules to deliver the unexpected.
• How to use a positive surprise element to develop customers into friends.
#8: “Effective Telephone Techniques”
Demonstrates how to best serve customers during telephone and voice interactions. This video covers all elements of communication, from facial expression, to body language, to the patterns, tones and volume of voice.
#9: “The Art of Satisfying Customers”
Ideas on how to get free word-of- mouth advertising through satisfied customers. Teaches strategies to keep customers and have them come back over and over again.
#10: “Service Recovery”
Focuses on how to turn service problems and difficult situations into positive experiences that ensure the customers return. Techniques to save the relationship with a customer after poor service or a mistake occurs.
Provides guidelines to take responsibility and assume ownership of problems to solve them immediately by using common sense. Applying empowerment skills by always putting the customer’s needs before internal policies and procedures.
#12: “Total Quality Service”
Zero-defects service reviews the fundamental ideas introduced in the previous 11 videos. It offers techniques to make things right the first time and tools to internally manage the process of always improving customer service.
Optional Training Strategies
The optional training strategies are those that are really fun, visual and easy to be adapted as part of your daily life.
With these DVDs, you will be able to create a whole new culture of effective and passionate customer service in a way that works best for you and your workforce.
There is be no need for a classroom or external facilitators. All you need to do is click play and learn on a daily basis, on your own or with your team.