|
Training Program: Service Excellence
Objective:
To manage the customers experience in such a way that it produces loyal customer cheerleaders.
Who Should Participate?
Owners, managers, technicians, installers, sales personnel, office personnel or other persons responsible for providing service to the customer.
Benefits:
Create a documented service call procedure
Creates customer cheerleaders
Reduces stress and firefighting
Allows employees to take pride in their work
Generates positive word of mouth referrals
Training Description:
Discover the service gap
Understand fundamental service beliefs
Realize service is all about presentation
Recognize that excellent service is delivered by systems
Understand what todays customers want and dont want
Discover the differences between buying goods and services
Recognize the role that moments of truth play in delivering excellent service
Learn about the three methods creating rapport
Understand how to exceed customer expectations through professionalism
Recognize how to be a more effective communicator
Discover the importance of using positive language
Learn how your attitude affects communication
Understand the communication patterns of children, parents and adults
Recognize the importance of getting and acting upon feed back (template provided)
Develop phone professional skills (template provided)
Learn the six steps to dealing with difficult customers (template provided)
Learn the seven steps to excellent service calls
Service call pre opening (template provided)
Service call opening (template provided)
Service call interview
Service call preview
Service call performance of work
Service call review of work performed
Service call closing
Documentation of each step of the service call (template provided)
Training Program Length: One or Two days (tailored to meet your experience level)
Training Location: At your business or other suitable site
Contact Us
Enrollment Form
|
Technical 
