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.
CRD’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 Customer® 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 The Customer® 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:
- How
their job impacts customer satisfaction and loyalty
- A
four-step Problem Solving Formula
- The
critical impact of attitudes and work ethics
- The
power of team synergy when internal customers are valued
- How
to build positive self-beliefs and appreciation for the uniqueness
of others
Leaders,
Managers, and Supervisors also learn:
- The
role they play in developing a service culture
- What
impacts performance and team synergy
- How
to create a climate for self-motivation
- How
to model appropriate behaviors and spotlight growth in others
- How
to sustain the behavior change with one-on-one coaching
The
Company Benefits By
A
steady referral base from existing customers
An
increase in employee retention
Higher
productivity, performance and profitability!
An
assessment process for participants and managers is built into the
program! CRD
can implement an additional assessment process that collects
relevant information. See our Assessment Page for
more 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 CRD team.
Building
Loyal Customers
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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