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Customer Service Success

OBJECTIVES

To prosper in the current economic environment, companies must dedicate themselves to Customer Service Success (CSS). The competitive advantage will not come from product differentiation or price, but from excellence in customer service. The primary objectives of the CSS course are to win loyal customers by exceeding their expectations and to ensure that employees are empowered and rewarded for providing exceptional customer service.

CRITICAL SKILLS AND KNOWLEDGE

The CSS Culture
CSS Work Processes
GUIDE, CARE, SPIN
CSS Behavioral Competencies
Directing Employees Toward CSS

The CSS Culture

In this unit, participants learn the service leader’s role in creating an environment of exceptional service. They will create an operational service vision and SMART goals to meet or exceed customer expectations.

CSS Work Processes

There is nothing worse for a customer than to feel your policies and procedures are set up for your convenience and not his. This segment illustrates characteristics of effective work flow, policies, and procedures that are customer focused.

 

GUIDE, CARE, SPIN

This unit emphasizes the interactive skills required to reach your CSS goals; including, task relevant behavior, relationship building behavior, and effective feedback techniques.

CSS Behavioral Competencies

Participants learn the importance of adaptability, communication skills, initiative, negotiating, problem analysis, decision-making, and decisiveness.

Directing Employees Toward CSS

In this section, participants practice applying the interactive skills to specific situations; such as, delegating authority, training job skills, coaching, and reinforcing effective behavior.

DURATION

The workshop is designed to last two days. It is recommended that they be consecutive days. It can also be taught in four half-day increments.