Customer
Service Training Solutions
Customer Service providers are a key link in how well a
customer rates an organization’s value. In a world of
get-it-done quickly with technology, the “live” service
experience focused on the customer and their needs can be
the difference between repeat business or losing a customer.
Sales Pro Insider’s solutions for customer service focus on:
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Builds
skill and confidence in providing exceptional customer
service that leads to increased customer loyalty.
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Integrity Service® is a comprehensive process designed to
help people become truly customer-focused. The customer service
training drives customer focus into the heart of the company’s
culture and outside the company to external customers.
Participants focus on the skills, attitudes, and automatic behaviors
that must be developed to reach a common goal of becoming a
customer-focused organization. Key program components include:
- Easily remembered Customer Satisfaction System™
- Simple Behavior Styles language
- Seven-week structured follow-up course
- Ongoing managers' coaching
- Monthly reinforcements
- Performance Accelerator sessions
Congruence of Knowledge, Skills and Values Exceptional
customer service requires more than knowledge. It also involves
attitudes, values, and beliefs. The Integrity Service® Program helps
people evaluate their actions and behavior, and identify the gaps or
incongruence that cause conflict, stress, poor performance, and/or
stifled productivity. When each of these dimensions are in
congruence, achievement drive is released and new levels of loyalty,
synergy, and self-satisfaction result.
Customer Satisfaction System™ One of the most
powerful components of Integrity Service® is the Customer
Satisfaction System™. The easily remembered system is made up of six
steps:
Greet people to put them at ease.
Value individuals as unique and important.
Ask good, open-ended questions.
Listen to what people say through their words, tone and body
language.
Help meet the needs and wants you've heard expressed.
Invite them to continue the relationship or call on you again.
Key Concepts Learned In
addition to the Customer Satisfaction System™ and the Behavior
Styles® language, all participants learn:
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How their job impacts customer satisfaction and
loyalty
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A four-step Problem Solving Formula
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The critical impact of attitudes and work ethics
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The power of team synergy when internal
customers are valued
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How to build positive self-beliefs and
appreciation for the uniqueness of others
Leaders, Managers, and Supervisors also learn:
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The role they play in developing a service
culture
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What impacts performance and team synergy
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How to create a climate for self-motivation
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How to model appropriate behaviors and spotlight
growth in others
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How to sustain the behavior change with
one-on-one coaching
The Company Benefits By:
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Repeat business
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A steady referral base from existing customers
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An increase in employee retention
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Higher productivity, performance and
profitability!
The
An assessment process for
participants and managers is built into the program! Sales Pro
Insider can implement an additional assessment process that collects
relevant information.
The Integrity Service®
Timeline
The foundational information is experienced in a
six-hour seminar. Seven weekly reinforcement sessions leverage the
application and learning of participants - guaranteeing long-term
behavior change!
Full curriculum and methodology information can be requested by
contacting a member of the Sales Pro
Insider team.
Building
Loyal Customers™ (BLC) is a dynamic, interactive course designed to
build awareness and skill in customer service application.
Participants learn what it takes to ensure customers are more than
satisfied – they are loyal.
Loyal
customers mean referrals and repeat business to a company. This
holds true for external AND internal customers. The internal
customers (Employees) are direct links to the level of loyalty of
external customers.
BLC
is a two-session course focusing on:
- Identifying
whom we service and the level of sales/service expected of us
- Determining
the needs we fulfill for others
- Actions
necessary for effective relationship building
- How
to effectively identify needs
- Actions
that will create value and build long-term loyalty
- How
to communicate with different behavior styles
- Working
through obstacles in selling/serving
Each
four-hour session engages the participants in dialogue and activity to
prepare them to deliver higher levels of service!
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