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Delivering Excellent Service

Many people in today's organizations think that customer service is the job of the front-line person - the one who actually interacts with the customer. Many people think that customer service is everybody's job. In fact, those beliefs shift the responsibility for service delivery to someone else (someone else will take care of it). High service organizations have high service people who's attitude is customer service is MY JOB!

Everyone talks about service. Look at the advertisements of every organization - large or small, private or public sector. Look at the mission statements. Listen to the leaders of these organizations. They all say things like, "the customer comes first", or, "customer service is job one!" Yet ask almost anyone within these same organizations to define customer service, and you will usually get a blank stare. Therein lies the problem.

This workshop covers everything you need to know to have your organization delivering legendary service.

Key Benefits

	Have a full understanding of the functional and people side of service and why you have to balance both.
	Where customer expectations come from and why you need to know what they are.
	The psychology of customer satisfaction.
	What to do when things go wrong (and they will).
	What to say to customers, and what to never say.
	Delivering service as a team.

This session is delivered using a highly facilitated approach offering lots of opportunity for your group to decide how they will implement what they have learned.

The above is only a partial list of what is covered in the session. Different organizations deliver service differently. We will modify and adapt the workshop to your needs to ensure the best outcomes for you and your customers. Contact us to discuss your needs.

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