Service Excellence Skills
Service professionals embody the interface of a company's promise to its customer. Every interaction with a service professional leaves a customer either more or less satisfied, more or less loyal. And every interaction is an opportunity to deepen the business relationship and grow an account. It is the frontline service professionals who hold the key. It's not about personality or willingness to help; it's about "know-how"; it's about having the skills to connect with customers and manage a complex interaction each and every step of the way. Service Excellence Skills provides this foundation.
Service Excellence Skills focuses on how service professionals can provide excellent service regarding a customer's presenting need, and then expand the business relationship by uncovering emerging needs and connecting the customer with additional products and services that add value to both the customer and the business.
Course participants learn to make referrals to additional products and services in ways that a customer doesn't feel "sold to," but instead feels "well-served." Expanding the customer's relationship with the whole organization leads not only to customer retention and loyalty but also to increased revenues and profits.
This two-day session equips participants with the skills to:
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Apply a Service Excellence Model that provides structure and consistency to each customer interaction
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Listen in a way that demonstrates to the customer that his or her issues and needs are fully understood
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Determine a customer's underlying needs so that the right issues are addressed the first time
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Propose and get buy-in to service solutions that meet the needs of the customer as well as your business
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Select and make referrals to appropriate products or services
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Reduce stress and better handle his or her own reactions to demanding or emotional customers
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Effectively defuse the emotional reactions of customers.
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